Long tail strategy is also about corporate responsibility, the SME agenda, supply chain risk and social value.

As we’ve mentioned in a previous article, 2021 saw smaller UK energy suppliers cease trading and exit the market at an unprecedented rate.

Energy Day at the 2021 United Nations Climate Change Conference (COP26) was dominated by the message: ‘consign coal to history’.

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.

You don’t have to be involved in collections to be aware that the last 18 months have affected the financial circumstances of a huge number of people.

A complaint is a chance to turn an unhappy customer into a brand ambassador as well as an opportunity to improve your services…but only if handled correctly.

Customers may be about to become less forgiving. If complaint numbers rise, how are you going to provide a service which meets rising expectations?

The UK is on a “cautious but irreversible” route out of lockdown restrictions.

Costi Karayannis, Managing Director of Learning Services at Capita, explains how our ‘Re-imagining HR’ survey shows we’re at a pivotal moment and must fundamentally change the role of learning and development to re-skill staff in the post-pandemic world.

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