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

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.

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.

Covid-19 has forced organisations to reflect on and respond to how they engage, support and communicate with their customers.

Our retail trend report explores new consumer expectations and considers how retailers can respond with speed and agility, to invent and reinvent themselves as they problem-solve and innovate.

Capita's report examines the importance of collections services given the current socioeconomic landscape and provides considerations in navigating it.