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 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 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.

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

Our report considers the importance of providing equality of service to all and how it's one of the most crucial challenges for today’s telecoms providers.

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