Capita’s white paper explores how focusing on empathy, kindness and sincerity will equip organisations to help their most vulnerable customers.

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.

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

Automation can be the key enabler within public sector digital transformation to simplify and streamline service delivery and create better outcomes.

Addressing workforce issues is vital to the digitisation of all public services

As the NHS moves towards a population-based approach to service delivery, and healthcare systems shift away from acute care tariff-based payments, it’s crucial that we do not lose our focus on data quality.

Covid-19 deaths and infection rates continue to drop in most parts of the world, yet this is far from the end of the pandemic.

Think of an area of your life that isn’t touched in some respect by a digital component. Or think of any experience and remove all digital influences. What would your life look like?

The UK is set to spend over £9bn this year on PFI contracts – and a total of £48bn in the next five years. This level of spending will continue until we see the first peak in contracts expiring around 2030. Expiry will see assets worth £14bn (their original capital value) transferring back to public ownership.