Rapid technological changes, automation and artificial intelligence are offering us opportunities to not only improve our quality of life but also our purpose.

Digital platforms have become one of most powerful forces in global business. They support entire ecosystems, enabling rapid growth and huge profits for multiple participants.

Capita’s white paper explores how focusing on empathy, kindness and sincerity will equip organisations to help their most vulnerable customers.

It doesn’t seem too long ago that the introduction of interactive voice response (IVR) received a rocky reception with many customers citing that they preferred to speak to a ‘real human’.

There can be no doubt the pandemic has altered the emotional make-up of society. Collectively, we are now much more aware of the suffering of others – and how could we not be after seeing lives turned upside down and businesses upended with no sense of rhyme or reason or equity.

Estonia is a small ex-Soviet country in Northern Europe that has a population of only 1.3 million, seven times less than London.

A popular online brokerage prided itself on building a customer experience that made trading stocks as easy as swiping right or left to purchase a book online.

Many vulnerable people live in social housing, and their landlords have a legal obligation to protect their safety and wellbeing at home.

‘Innovation’ has become a loaded word, one that can send a shiver down the spine of even the most forward-thinking CEO.

A few years ago, a breach that impacted several million people would have been big news. In 2019 roughly 3.5 billion people saw their personal data stolen in the top two security breaches of that year alone.