Over the past two years, Covid-19 has been a massive burden for us all for a multitude of reasons. But it’s only now that we’re truly dealing with the shock that the pandemic has caused to the world economy and the harsh financial reality that we face.

We explore the threats and opportunities of Decentralised finance (DeFi) for traditional financial services providers.

Organisation design is at the core of any high-productivity organisation, by mapping the service delivery chain organisations can determine how to turn its resources into inputs, outputs and outcomes. This then helps to identify key constraints for improving budget efficiency, productivity and effectiveness.

Our report, conducted with Ipsos MORI, finds that financial services companies need to improve sensitivity to the different needs of customers.

Capita’s research with Ipsos MORI finds that while FS companies may be providing more convenience, some may be coming up short in terms of their sensitivity.

Read our report on Capita’s exclusive event to find out compelling CX insights from today’s clients, customers and colleagues

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.

Together with independent thinktank Localis, we hosted a roundtable to consider the challenges and opportunities for local growth and regional development in line with government agendas such as ‘Build Back Better’ and ‘Levelling up’.