Customer Data and the Customer Experience – Page 59

Government introduces new legislation to tackle commercial rent arrears disputes

In October, we covered the recent case of London Trocadero (2015) LLP v Picturehouse Cinemas Ltd which concerned a dispute about commercial rent arrears incurred during periods of national lockdown. A link to that article can be found here. The UK government has now published its new rent arrears code and draft legislation to help […]

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December 30, 2021adminUncategorizedLaw

Three top tips for employers facing flexible working requests

As we continue to see the knock-on effects of the pandemic, employers may be increasingly faced with flexible working requests. Harpreet Kaur, one of HCR’s employment lawyers, shares her top tips for dealing with flexible working requests.

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December 29, 2021adminUncategorizedLaw

Correcting obvious errors in claims

In a recent defamation case, Wright v McCormack [2021] EWHC 2671 (QB), the High Court allowed the claimant to amend their claim form despite being out of time to do so, in order to rectify what it termed an “obvious formal error”. Mr Wright is a well-known individual within the bitcoin and cryptocurrency community. Mr […]

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December 23, 2021adminUncategorizedLaw

Pets are for life, not just for Christmas

During the festive season, many families dream of a furry friend for Christmas. Pets can make a great addition to a family. The RSPCA has said that 3.2m households added a new pet to their family during lockdowns. However, pets are long term commitments. Along with enjoying your new-found friend, you should think about the […]

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December 22, 2021adminUncategorizedLaw

“User research is a team sport”, but what does it mean in practice?

Everyone understands the role of a researcher on a project, or at least they think they do. But there is more to carrying out interviews and telling others what they’ve learned.

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December 22, 2021adminUncategorizedDigital, GOV, Wales

Photonics Connected at Aerospace Wales Expo 2021

Our latest strand, Photonics Connected, attended its very first physical event by exhibiting at the respected Aerospace Wales Expo this December. Our table was attended by Avril Lewis, Managing Director of Technology Connected, and Chair of Photonics Connected’s Leadership Council, Dr Louise Jones. Aerospace Wales is a trade association for companies within Wales operating in…

December 21, 2021Miles JonesUncategorizedConnected, Wales

Knowledge Sharing webinar: User-centred design

In our latest Knowledge Sharing webinar, we looked at user-centred design based on the Digital Service Standards for Wales.

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December 20, 2021adminUncategorizedDigital, GOV, Wales

‘Business as usual’ for mandating Sustainable ICT

Chris Howes reflects on the work of Defra’s Digital, Data and Technology Services (DDTS) team, and the wider cross-government community, to make ICT/Digital sustainability part of business-as-usual activities.

December 15, 2021adminUncategorizedDEFRA, Digital, GOV, Wales

Call Centres & Customer Data Management

As 2020 ended as we now conclude 2021 it is worth looking back on the increase in calls that call centres will have fielded but there was also a significant increase in the rate of difficult calls and the need to escalate them. That’s at least according to a 2020 study by Harvard Business Review. Difficult calls increased by 50% overall.

The solution to some of these challenges may lie in Customer Master Data Management.

December 9, 2021Miles JonesUncategorizedCall Centre, Master Data, Wales

Data Communities: Have Your Say

The Wales Data Leaders Network is made up of data leaders from Welsh Government departments, local government, health and devolved public bodies including ourselves. The aim of the group is to improve how data is managed, used and shared in order to achieve the data and collaboration mission in the Digital Strategy for Wales.

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December 7, 2021adminUncategorizedDigital, GOV, Wales