As retailing and technology continues to evolve at a pace we’ve never experienced before, consumers of every generation are becoming far more comfortable with the digital landscape, whilst also becoming increasingly mindful of the brands they’re advocating.

This virtual event brings together experts from UK local authorities that discuss what they are doing to drive a compelling and realistic vision to guide the future of their town and how they are turning this vision into reality.

Organisation design is at the core of any high-productivity organisation, by mapping the service delivery chain organisations can determine how to turn its resources into inputs, outputs and outcomes. This then helps to identify key constraints for improving budget efficiency, productivity and effectiveness.

Our paper considers the importance of balancing customer-company effort for retention: every interaction must be easy so customers are more likely to return.

Capita's recent vulnerability session led by our guest speakers and market analysts explores how we can better support the expanding dimensions of customer vulnerability.

Our study of 3,000 UK shoppers benchmarks consumer attitudes to understand how we shop, our preferences and the extent we require sustainable/ethical practices.

As many of us start to return to offices and other workplaces, the hybrid approach has emerged as the most popular solution for both employees and employers.

Our previous articles have focused on the life and pensions workplace of the future, identifying new organisational structures, and working patterns that take account of the digital revolution we’re living through. Now we’ll turn our attention to the customer experience itself.

An inspirational and illuminating podcast series exploring topics related to customer experience (CX) transformation, such as organisational culture and people, the journey to digital, and data

There is a consensus that the world needs more learning – whether it’s part of society building back better, responding to the future of work in the short term, or equipping the next generation to step into the jobs that we do not yet know about.