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.

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

It’s been a few months since the long awaited Williams-Shapps Plan for Rail was published, with some early signs of reform already being introduced, such as the recent launch of new flexible tickets for commuters.

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’.

After facing two years of disrupted education, many teenagers must now decide what step to take next in their life…continue in education or enter the workplace? At the end of last year

Cyber security is a broad term which means many different things to many different people, and can often seem to be incredibly complex, expensive, and full of pitfalls at every turn.

There can be no doubt the pandemic has altered the emotional make-up of society. Collectively, we are now much more aware of the suffering of others – and how could we not be after seeing lives turned upside down and businesses upended with no sense of rhyme or reason or equity.

Knowing you’re delighting your customers is the holy grail for any business.

Long tail strategy is also about corporate responsibility, the SME agenda, supply chain risk and social value.