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.

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

Energy prices are driving up the cost of heating water, the increased media attention regarding pollution and leaks is raising awareness, and weather extremes mean that both droughts and floods are commonplace.

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