The pandemic has pushed disruptive trends like online shopping for groceries, virtual doctor appointments, and remote work into overdrive.

Did you know that research undertaken by Jobsite in 2018 showed that 82% of their participants saw their workplace pension as an important benefit?

The impact of Covid-19 and the resulting social distancing has accelerated our online journey, pulling new businesses and customers onto digital platforms.

Customer Service

Angela Knowles-Ellis, Head of Telephony at a Capita run contact centre in Darlington, explains how training from bereavement charity Winston’s Wish has helped staff deal with vulnerable customers during the pandemic.

In the previous article ‘Growing customers’ lifetime value (CLV) through digital experiences, I focused on how, post-pandemic, as the insurance industry adapts to the global digitisation trend

In the first of three articles accompanying our recent series of BrightTalk webinars, Ian Curling, Service Modernisation Lead at Capita Life and Pensions, looks at changing models of customer service provision in the life and pensions sector.

The Institute of Customer Services has published their bi-annual survey and there was a particular figure that stood out. 14.6% of customers have experienced a problem.

According to the Office for National Statistics, in 2019 the financial services sector contributed £132 billion to the UK economy, representing almost 7% of total economic output.

Our great opportunity debate research – the first quarter results of which are now available to download in our report – found that the change in working patterns had the most impact on individuals and their organisations overall over the past 12 or so months.