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.

Geraldine Brassett, Client Relationship Director within Capita Pensions and Benefits, outlines three actions you can take now to prepare your pension scheme for GMP equalisation.

According to the World Economic Forum (WEF), 65% of children entering primary school today will end up in jobs that don’t yet exist.

Businesses today are more inventive, creative and bold than they have ever been before. They’ve had to be. We are living in a moment where there is no ‘playing it safe’ – and where doing nothing is often the worst possible option.

The Covid- 19 pandemic has us thinking differently about a lot of things. Security is high on that list.

As summer draws to a close, many of the short-term measures put in place to help UK citizens and businesses to get through the Coronavirus pandemic are also ending.

The UK Government has announced its conclusions into a review of the Retail Prices Index (RPI) calculation.

With so much of our lives spent engaging through digital channels and consuming digital media, it should be no surprise to know that I see this as a critical element in delivering the next generation of Capita’s pensions and benefits services.

‘Innovation’ has become a loaded word, one that can send a shiver down the spine of even the most forward-thinking CEO.