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Fran Fish

Fran Fish is head of people and culture at sustainable ventures who nurtures environments to help people thrive and innovation flourish.

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An Example of a Letter for Customer Service

An Example of a Letter for Customer Service

The 10 Pillars of EX (Employee Experience)

The 10 Pillars of EX (Employee Experience)

What Should You Put in a Customer Service Vision Statement?

What Should You Put in a Customer Service Vision…

50 Great Customer Service Ideas

50 Great Customer Service Ideas

27 Positive Statements to Use In Difficult Situations

27 Positive Statements to Use In Difficult Situations

How to Write a Great Customer Service Letter – With Examples

How to Write a Great Customer Service Letter –…

Is Customer Service the New Sales and Marketing?

Is Customer Service the New Sales and Marketing?

43 Things You Should NOT Do With Your IVR Messages

43 Things You Should NOT Do With Your IVR Messages

Top Tips for Making your Outsourcing Contracts Really Work

Top Tips for Making your Outsourcing Contracts Really Work

What to Do With an Agent Who’s Suddenly Lost Their Confidence

10 Sure-Fire Ways to Undermine Compliance

The Do’s and Don’ts of Implementing Analytics

Just 23% Optimise Automation With CX Insights, CallMiner Report Finds

Vonage Named Major Provider in Emerging ICX Category

The 2026 UK Contact Centre Conduct Risk Report

See What Contact Centre AI Can Really Do

Upcoming Events

22nd September 2026

Streamlined Processes and Adaptive Workflows for Superior Results – Webinar

24th September 2026

CX Excellence Masterclass: Explore the Link Between QA and CX

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Every CIO Is Now a Governance Officer. Most Didn’t Apply for the Job.

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