The theme for this year’s National Apprenticeship Week is ‘Build the Future’ and is designed to encourage everyone to consider how apprenticeships help individuals to build the skills and knowledge required for a rewarding career.

It doesn’t seem too long ago that the introduction of interactive voice response (IVR) received a rocky reception with many customers citing that they preferred to speak to a ‘real human’.

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.

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

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.

Research done over the past few years has shown that having people of different genders, ethnicities, sexual orientations, ages and physical and mental abilities within your organisation is good for all sorts of things from innovation and creativity to engagement and retention.

Automation will transform most jobs in the insurance sector over the next decade.

Good mental health and wellbeing mean different things to different people, and at Capita we want to make sure our employees have the support they need to figure out what it means to them.

While many companies may have paid lip service to the issue of racism in 2020, the unconscious, and sometimes explicit, bias of racism runs deep.

No organisation operates in a vacuum. Rather, its interdependencies are many and manifest.