Over the past two years, Covid-19 has been a massive burden for us all for a multitude of reasons. But it’s only now that we’re truly dealing with the shock that the pandemic has caused to the world economy and the harsh financial reality that we face.

Customer Service Avatars and how they help boost conversational self-service.

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.

Developments around Open Banking bring exciting opportunities for the industry and consumers, but we must ensure they drive a step change in the customer experience, not just a technology change, writes Pete O’Connor, Managing Director of Capita Mortgage Software Solutions.

We explore the threats and opportunities of Decentralised finance (DeFi) for traditional financial services providers.

We’re in an age of extreme change and uncertainty, with financial challenges increasing for many people.

Our report, conducted with Ipsos MORI, finds that financial services companies need to improve sensitivity to the different needs of customers.

Capita’s research with Ipsos MORI finds that while FS companies may be providing more convenience, some may be coming up short in terms of their sensitivity.

Read our report on Capita’s exclusive event to find out compelling CX insights from today’s clients, customers and colleagues

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