While technology offers many opportunities in the quest to deliver a more proactive and efficient customer experience, it’s the human interactions between brands and their customers that often make the difference, writes Oli Freestone, Institute Lead at Capita.

Alan Linter, Capita’s Innovation Director, explains why agility and adaptability aren’t nice-to-haves but prerequisites for success – and are easier to achieve than you may think.

We’ve just commissioned some independent research into “Fairness in Collections” to gain a deeper insight into the issues facing people who are in debt.

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

We’re helping the MOD deal with unexpected challenges – find out how we’re working with their specialists to make our forces safer and more effective.

The motor finance and leasing market is moving towards a ‘finance first’ approach, determining affordability ahead of purchase.

Automation can be the key enabler within public sector digital transformation to simplify and streamline service delivery and create better outcomes.

The utility industry has faced consistent challenges with customer satisfaction, and is rated lower than the UK average for transparency, customer ethos and emotional connection.

Healthcare providers across the globe are facing a common challenge: how to deliver the best quality care with limited resources and in the face of fluctuating demands.

Addressing workforce issues is vital to the digitisation of all public services