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.

The second year of the pandemic has seen more people in the UK slide further into debt and organisations need to recalibrate their response through empathetic collections.

You don’t have to be involved in collections to be aware that the last 18 months have affected the financial circumstances of a huge number of people.

During 2021, the Capita Institute is asking senior decision-makers critical questions relating to the state of their organisations as we emerge from the pandemic.

Treating customers with empathy has been an increasingly important area of focus within the customer experience industry.

While technology offers many opportunities to deliver a more proactive and efficient customer experience, it’s the human interactions between brands and their customers that often make the difference.

Research done over the past few years has shown that having people of different genders, ethnicities, sexual orientations, ages and physical and mental abilities within your organisation is good for all sorts of things from innovation and creativity to engagement and retention.

We used our expertise knowledge and collaborative skills to work with the MOD to transfer more than 500 MOD firefighters and deliver 14 new firefighting vehicles on time and within budget- despite the huge difficulties posed by the Coronavirus pandemic.

Automation can be the key enabler within public sector digital transformation to simplify and streamline service delivery and create better outcomes.

As a market leader in debt management, we are witnessing first-hand the devastating financial impact Covid-19 is having on the personal finances of so many people.