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.

Digital services have been progressing across every sector of society for the past decade.

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.

Andrew Conroy, Property Director at Capita, explains how local authorities can structure property development partnerships to make sure that residents and local businesses are projects’ major beneficiaries

What is it that gets you out of bed in the morning? What is it that @Jack Parsons, CEO of the Youth Group, calls the ‘duvet flip’?
For many people, and especially young people, it’s the dream of running their own business – of taking a nugget of an idea, something they are passionate about, and making it real.

There have been enormous advances in the scale and availability of data, which is essential for machine learning.

The Coronavirus pandemic is posing organisational challenges to many financial services providers and their customer service efforts – there’s no doubt about that

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.

Alan Linter, Capita’s Innovation Director, explains why agility and adaptability aren’t nice-to-haves but prerequisites for success – and are easier to achieve than you may think.