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 future of the travel and leisure sector is undoubtedly set to be affected by rising costs, ongoing disruption and growing concerns about its environmental impact - all at a time when consumer demand and expectations are increasing.

Our study of 3,000 UK shoppers benchmarks consumer attitudes to understand how we shop, our preferences and the extent we require sustainable/ethical practices.

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.

This thought leadership paper explores AI and Generative AI through the customer experience lens as we move closer to making real on the promise of Gen AI.

Learn how to optimise healthcare estates to maximise performance, safety, and value in our practical report.

Grants are an important tool for the government to fulfil a policy or public interest need. For many years they’ve been effectively disbursed to businesses, charities, communities and individuals.

Know your customers better to help reduce their carbon footprint

Our report shows the importance of prioritising workforce resilience and adaptability to allow organisations – and those they serve – to be ready to embrace change.

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