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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.
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.
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.
Managing Director of Security Watchdog, Susie Thomson and Capita’s Director of Digital Onboarding, Lesley Gregory, recently hosted an online discussion about the importance of creating great onboarding experiences, and how to achieve this digitally in a post-pandemic world.
Our report looking at customer experience in the media industry shares insights into how media companies can more easily identify how to give them exactly that.
Our report cosniders customer experience in utilities and how, if providers focused on renewing trust, it would help them deliver on their promises to customers.
Covid-19 has forced organisations to reflect on and respond to how they engage, support and communicate with their customers.
Choosing the right master trust is vital to optimise member outcomes. But selecting the best provider with whom to partner also has the potential to create value for employers and unlock compelling employer brand benefits.