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

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.

Customer loyalty is the holy grail of brand. Less than a decade ago, consumers told marketing research company IPSOS MORI that they trusted certain household brands (Heinz, John Lewis, Walmart) more than the Government.

The North has a proud industrial heritage, and now it has a huge opportunity to become a world class leader in the emerging clean energy sector.

To mitigate climate emergency, there is a global race to achieve carbon neutrality.

A popular online brokerage prided itself on building a customer experience that made trading stocks as easy as swiping right or left to purchase a book online.

Peter Wallace, Managing Director of HR Solutions at Capita, shares his thoughts on employee engagement during the pandemic and beyond.

More consumers can now choose to charge an electric car at home, generate their own electricity from solar panels, track their energy usage with a smart meter and turn their washing machine on wirelessly when their energy is at its cheapest.

While technology offers many opportunities in the quest to deliver a more proactive and efficient customer experience, it’s the human interactions between brands and their customers that often make the difference, writes Oli Freestone, Institute Lead at Capita.

To mark National Customer Service Week, Capita’s Customer Experience Design and Delivery Director, Charlie Whitworth, underlines the importance of understanding why customers are really contacting you.