During 2021, the Capita Institute is asking senior decision-makers critical questions relating to the state of their organisations as we emerge from the pandemic.

So far we have seen how customer demands are driving invention and innovation within the utilities industry.

The ever-enduring search for new ways to increase productivity is challenging, but it’s crucial for freeing up human and financial resources so that organisations can focus on and succeed at what they do, as well as to grow.

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

While technology offers many opportunities to deliver a more proactive and efficient customer experience, it’s the human interactions between brands and their customers that often make the difference.

Since January 2021, global market forces and, more recently, soaring natural gas prices have forced no fewer than 14 smaller energy suppliers to cease trading.

Throughout 2021, the Capita Institute has asked senior business leaders about the tough choices they’ve been making to adapt during the pandemic.

The cyber threat landscape is continually shifting. As a result, staying ahead of cyber crime is a significant challenge for both organisations and individuals.

The recent report from the Intergovernmental Panel on Climate Change (IPCC) stated very clearly that “human-induced climate change is already affecting many weather and climate extremes in every region across the globe”.

The UK Government has pledged that the country will become net-zero by 2050. Achieving this will require both huge changes to our energy system and innovative low carbon solutions supported by consumers.