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

You have a problem. Someone else has been talking to your customer. The likes of Amazon, Apple, Nordstorm – and the other gods of customer service have been educating your customer in what excellent looks and feels like.

Customer loyalty is the holy grail of brand. Less than a decade ago, consumers told marketing research company IPSOS MORI that they trusted certain household brands (Heinz, John Lewis, Walmart) more than the Government.

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.

Peter Wallace, Managing Director of HR Solutions at Capita, shares his thoughts on employee engagement during the pandemic and beyond.

What is it that gets you out of bed in the morning? What is it that @Jack Parsons, CEO of the Youth Group, calls the ‘duvet flip’?
For many people, and especially young people, it’s the dream of running their own business – of taking a nugget of an idea, something they are passionate about, and making it real.

Localised employability programmes will be just as important as technology in the UK’s return to work. However, to succeed ‘for the people’, they absolutely must be ‘by the people’.

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.

To mark National Customer Service Week, Capita’s Customer Experience Design and Delivery Director, Charlie Whitworth, underlines the importance of understanding why customers are really contacting you.

According to the World Economic Forum (WEF), 65% of children entering primary school today will end up in jobs that don’t yet exist.