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.

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.

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.

The Covid-19 pandemic has caused undeniable personal suffering and fiscal chaos across the UK – and, indeed, the world - for most of 2020, a year that many of us personally, professionally and economically have found difficult in ways we could never have anticipated.

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

There are no prizes for realising that the UK aviation industry is currently in the depths of its biggest crisis in history, with most issues either created - or at least exacerbated - by the Covid-19 pandemic.

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.