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

Capita's recent vulnerability session led by our guest speakers and market analysts explores how we can better support the expanding dimensions of customer vulnerability.

An inspirational and illuminating podcast series exploring topics related to customer experience (CX) transformation, such as organisational culture and people, the journey to digital, and data

Standfirst: The post-Brexit regulatory landscape is complex for insurers, but they can achieve compliance and improve their customers’ experience by paying attention to data security

A popular online brokerage prided itself on building a customer experience that made trading stocks as easy as swiping right or left to purchase a book online.

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 pace of change we're going through right now is the slowest we’ll experience for the rest of our careers.

In our latest episode of the Incremental to Exponential podcast we explore how big companies can innovate to survive and grow.

As the rate of change increases, large established companies must be able to innovate at pace and scale, to keep one step ahead of start-ups and large technology companies that are moving into new sectors and markets.

A complaint is a chance to turn an unhappy customer into a brand ambassador as well as an opportunity to improve your services…but only if handled correctly.