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

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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.

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The pensions industry is in the race to get data right, to make sure everyone is where they need to be on the non-negotiables of data quality and data security.

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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.

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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.

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

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The people of Britain are faced today with new challenges coming from every direction

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I think most of us have experienced moments of computer rage, when technology just won’t do what we want it to do.

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The Coronavirus pandemic is posing organisational challenges to many financial services providers and their customer service efforts – there’s no doubt about that

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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.

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