The pandemic has pushed disruptive trends like online shopping for groceries, virtual doctor appointments, and remote work into overdrive.

The impact of Covid-19 and the resulting social distancing has accelerated our online journey, pulling new businesses and customers onto digital platforms.

The disruptive forces shaping the future of the insurance industry as a result of the post-pandemic environment is escalating a significant pace of change, and increasing competition, whilst evolving customer expectations and greater regulatory demands.

In the first two parts of our blog series on building a sustainable workplace, we explored how IT will enable change and considered what sustainable workplaces might look like.

Angela Knowles-Ellis, Head of Telephony at a Capita run contact centre in Darlington, explains how training from bereavement charity Winston’s Wish has helped staff deal with vulnerable customers during the pandemic.

The UK officially became a third country on 1st January 2021 after years of negotiations. This means we’re separate from the European Union (EU) and its economic structures.

In the previous article ‘Growing customers’ lifetime value (CLV) through digital experiences, I focused on how, post-pandemic, as the insurance industry adapts to the global digitisation trend

In the first of three articles accompanying our recent series of BrightTalk webinars, Ian Curling, Service Modernisation Lead at Capita Life and Pensions, looks at changing models of customer service provision in the life and pensions sector.

The Institute of Customer Services has published their bi-annual survey and there was a particular figure that stood out. 14.6% of customers have experienced a problem.

While the pandemic has certainly shifted the skills landscape in a multitude of ways, the types of skills we expect to see in demand remain the same.