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.

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.

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.

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.