Our paper considers the importance of balancing customer-company effort for retention: every interaction must be easy so customers are more likely to return.

As many of us start to return to offices and other workplaces, the hybrid approach has emerged as the most popular solution for both employees and employers.

Our previous articles have focused on the life and pensions workplace of the future, identifying new organisational structures, and working patterns that take account of the digital revolution we’re living through. Now we’ll turn our attention to the customer experience itself.

There is a consensus that the world needs more learning – whether it’s part of society building back better, responding to the future of work in the short term, or equipping the next generation to step into the jobs that we do not yet know about.

Managing Director of Security Watchdog, Susie Thomson and Capita’s Director of Digital Onboarding, Lesley Gregory, recently hosted an online discussion about the importance of creating great onboarding experiences, and how to achieve this digitally in a post-pandemic world.

To get a better understanding of building energy consumption, we engaged SMS plc to apply metering and data expertise for valuable energy management insights.

Our report cosniders customer experience in utilities and how, if providers focused on renewing trust, it would help them deliver on their promises to customers.

We developed an automation solution to reduce Anglia Revenues Partnership’s yearly manual workload of 4,000 Verify Earnings and Pensions alerts.

Covid-19 has forced organisations to reflect on and respond to how they engage, support and communicate with their customers.

Our partnership with Severn Trent has given their customers a better experience and aided with debt collection.