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

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.

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.

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.

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

Some 2.75 million mortgage payment holidays were granted up until the end of 2020. With the scheme extended to July 2021, the question to ask is, have the banks got it right?

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.