As the pace of change speeds up, the top predictor of success is your ability to innovate as fast as the changes in customer behavior and technology, and faster than your competitors.

While technology offers many opportunities in the quest to deliver a more proactive and efficient customer experience, it’s the human interactions between brands and their customers that often make the difference, writes Oli Freestone, Institute Lead at Capita.

To mark National Customer Service Week, Capita’s Customer Experience Design and Delivery Director, Charlie Whitworth, underlines the importance of understanding why customers are really contacting you.

We’ve just commissioned some independent research into “Fairness in Collections” to gain a deeper insight into the issues facing people who are in debt.

The pandemic has pushed disruptive trends like online shopping for groceries, virtual doctor appointments, and remote work into overdrive.

The impact of Covid-19 and the resulting social distancing has accelerated our online journey, pulling new businesses and customers onto digital platforms.

To support improved customer experience, changes in society and increased remote working, organisations are layering more systems into their IT networks than ever before.

We’re helping organisations deliver marketing campaigns that generate leads, boost sales and work in harmony with their wider digital marketing plan and channels.

Our software is turning abandoned website sales into completed transactions.

Our GDPR compliant marketing data services are helping brands improve their trading performance and ROI.