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Across sectors like utilities and insurance, the cost of managing complaints has spiralled, yet the value extracted from those interactions remains minimal. In utilities, organisations spend an average of £3.2 million per year on complaints handling. In insurance, the figure averages £761,000.  Yet according to recent industry analysis, only 4% of that investment drives any meaningful, systemic change — and nearly 1 in 3 customers still say their issue isn’t resolved. That m

At Agile Innovation Group, we’ve seen a simple truth play out across industries: customer experience fails not because people don’t care, but because they measure the wrong things. Organisations often obsess over metrics like call handling time or ticket closure rates, while overlooking the very indicators that define lasting customer trust CSAT, first-time resolution, morale, and frontline insight.   Why CSAT Still Matters Customer Satisfaction (CSAT) is one of the most imme

Every corporate leader understands that projects rarely fail because of a lack of ideas or ambition. The real challenge lies elsewhere:...