We’re releasing our new research into the issues facing people in unmanageable debtin the midst of an economic crisis triggered by Covid-19, which is tipping many people into financial difficulty through no fault of their own.

As we’ve seen, next-gen customers are increasingly expecting more from their energy suppliers. They want their providers to adopt lower carbon technology, use smart meter data to improve billing visibility, simplify microgeneration and integrate with other sectors, such as insurance.

The utilities sector has been ranked bottom of the UK Customer Satisfaction Index and firms need to take stock of their approach to customer experience (CX).

The effects of the pandemic will continue to be felt by subscription-based operations – especially as we now start the build-up to Christmas.

The theme for this year’s National Apprenticeship Week is ‘Build the Future’ and is designed to encourage everyone to consider how apprenticeships help individuals to build the skills and knowledge required for a rewarding career.

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

Companies today are dealing with an increasing range of vulnerable customers and should remember that seemingly small changes can have a significant impact.

How data analytics, tracing and remediation can assist and build strong brand reputation.

Against a backdrop of varying policy support and shifting funding commitments, the rise of empowered communities across the UK is even more notable.

It doesn’t seem too long ago that the introduction of interactive voice response (IVR) received a rocky reception with many customers citing that they preferred to speak to a ‘real human’.