Capita’s white paper explores how focusing on empathy, kindness and sincerity will equip organisations to help their most vulnerable customers.

After facing two years of disrupted education, many teenagers must now decide what step to take next in their life…continue in education or enter the workplace? At the end of last year

The second year of the pandemic has seen more people in the UK slide further into debt and organisations need to recalibrate their response through empathetic collections.

The UK is on a “cautious but irreversible” route out of lockdown restrictions.

Costi Karayannis, Managing Director of Learning Services at Capita, explains how our ‘Re-imagining HR’ survey shows we’re at a pivotal moment and must fundamentally change the role of learning and development to re-skill staff in the post-pandemic world.

Treating customers with empathy has been an increasingly important area of focus within the customer experience industry.

We’re living through possibly the biggest change in working patterns since the industrial revolution.

There is a consensus that the world needs more learning – whether it’s part of society building back better, responding to the future of work in the short term, or equipping the next generation to step into the jobs that we do not yet know about.

You have a problem. Someone else has been talking to your customer. The likes of Amazon, Apple, Nordstorm – and the other gods of customer service have been educating your customer in what excellent looks and feels like.

Customer loyalty is the holy grail of brand. Less than a decade ago, consumers told marketing research company IPSOS MORI that they trusted certain household brands (Heinz, John Lewis, Walmart) more than the Government.