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

The disruptive forces shaping the future of the insurance industry as a result of the post-pandemic environment is escalating change in technology and increasing competition whilst evolving customer expectations and greater regulatory demands.

Know your customers better to help reduce their carbon footprint

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