I joined the education team at Capita earlier this year, after working for over 30 years in secondary education, including spending eight years as a headteacher of a comprehensive school.

How does customer experience need to change, to acquire and retain new customers and ensure a profitable road to recovery?

One of the perks of my job is working with great people from the UK employability industry.

We’re living through possibly the biggest change in working patterns since the industrial revolution.

Some 2.75 million mortgage payment holidays were granted up until the end of 2020. With the scheme extended to July 2021, the question to ask is, have the banks got it right?

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.

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.