More consumers can now choose to charge an electric car at home, generate their own electricity from solar panels, track their energy usage with a smart meter and turn their washing machine on wirelessly when their energy is at its cheapest.

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.

Covid-19 has accelerated a lot of things. Remote working. Online health assessment. Digital retail. And an increasing move away from the use of cash.

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.

I think most of us have experienced moments of computer rage, when technology just won’t do what we want it to do.

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

Localised employability programmes will be just as important as technology in the UK’s return to work. However, to succeed ‘for the people’, they absolutely must be ‘by the people’.

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.