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.

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.

The pensions industry is in the race to get data right, to make sure everyone is where they need to be on the non-negotiables of data quality and data security.

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.

The people of Britain are faced today with new challenges coming from every direction

During the past year we’ve witnessed rapid transformation across the UK workforce, with at home and online working now the norm for the majority of office-based businesses.

In the past year the coronavirus pandemic has permanently changed the way we live our lives. The pension sector has been affected by this rapid transformation, but rather than succumb to the negatives, these changes could pave the way towards a more positive future.

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