As digitisation and complex business problems continue to change the landscape of organisations, shared services providers need to find new ways to stay relevant and deliver what their clients and service users need, raising the bar with the creation of brilliant service experiences

During 2021, the Capita Institute is asking senior decision-makers critical questions relating to the state of their organisations as we emerge from the pandemic.

The ever-enduring search for new ways to increase productivity is challenging, but it’s crucial for freeing up human and financial resources so that organisations can focus on and succeed at what they do, as well as to grow.

Treating customers with empathy has been an increasingly important area of focus within the customer experience industry.

While technology offers many opportunities to deliver a more proactive and efficient customer experience, it’s the human interactions between brands and their customers that often make the difference.

The cyber threat landscape is continually shifting. As a result, staying ahead of cyber crime is a significant challenge for both organisations and individuals.

Advanced predictive analytics have been successfully integrated across a wide range of sectors in recent years, particularly those with an academic focus such as science, technology, medicine and engineering.

One of the perks of my job is working with great people from the UK employability industry.

We’re living through possibly the biggest change in working patterns since the industrial revolution.

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.