Cyber security is a broad term which means many different things to many different people, and can often seem to be incredibly complex, expensive, and full of pitfalls at every turn.

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.

Knowing you’re delighting your customers is the holy grail for any business.

Long tail strategy is also about corporate responsibility, the SME agenda, supply chain risk and social value.

The second year of the pandemic has seen more people in the UK slide further into debt and organisations need to recalibrate their response through empathetic collections.

You don’t have to be involved in collections to be aware that the last 18 months have affected the financial circumstances of a huge number of people.

A complaint is a chance to turn an unhappy customer into a brand ambassador as well as an opportunity to improve your services…but only if handled correctly.

Customers may be about to become less forgiving. If complaint numbers rise, how are you going to provide a service which meets rising expectations?

The UK is on a “cautious but irreversible” route out of lockdown restrictions.

Costi Karayannis, Managing Director of Learning Services at Capita, explains how our ‘Re-imagining HR’ survey shows we’re at a pivotal moment and must fundamentally change the role of learning and development to re-skill staff in the post-pandemic world.