How to build service resilience into local public services

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.

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.

The future of the travel and leisure sector is undoubtedly set to be affected by rising costs, ongoing disruption and growing concerns about its environmental impact - all at a time when consumer demand and expectations are increasing.

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.

Together with independent thinktank Localis, we hosted a roundtable to consider the challenges and opportunities for local growth and regional development in line with government agendas such as ‘Build Back Better’ and ‘Levelling up’.

Together with independent thinktank Localis we hosted ‘Going long’, a roundtable discussion which brought together national and local experts to discuss the implications of the 2021 spending review in respect to the local government’s ability to deliver for people and place.

It’s about using digital as a tool to police better...

As the rate of change increases, large established companies must be able to innovate at pace and scale, to keep one step ahead of start-ups and large technology companies that are moving into new sectors and markets.