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.

Our team recently demonstrated how actuarial data modelling could be used to help insurance companies to predict future customer demand and plan their resourcing more effectively.

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.

Master trusts have grown rapidly over the last few years to become one of the most popular type of defined contribution (DC) pension arrangements.

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.

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.

The global economy took a significant hit in 2020 and the repercussions of this economic turmoil is likely to go on for some time. While this has affected the majority of organisations, small to medium-sized schemes are at increased risk of employer failure in 2021 and beyond.

How you behave towards your vulnerable customers during the pandemic will be remembered. We explore how you can provide support efficiently and effectively, whilst safeguarding customer goodwill.