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

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.

We’re seeing a variety of new trends affecting the utilities market, relating to the environment, infrastructure and consumers.

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.

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

Alan Linter, Capita’s Innovation Director, explains why retailers that give consumers the gift of seamless experiences will be the ones to sparkle this unpredictable Christmas.

We’ve just commissioned some independent research into “Fairness in Collections” to gain a deeper insight into the issues facing people who are in debt.