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.

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

Companies today are dealing with an increasing range of vulnerable customers and should remember that seemingly small changes can have a significant impact.

It doesn’t seem too long ago that the introduction of interactive voice response (IVR) received a rocky reception with many customers citing that they preferred to speak to a ‘real human’.

There can be no doubt the pandemic has altered the emotional make-up of society. Collectively, we are now much more aware of the suffering of others – and how could we not be after seeing lives turned upside down and businesses upended with no sense of rhyme or reason or equity.

As we’ve mentioned in a previous article, 2021 saw smaller UK energy suppliers cease trading and exit the market at an unprecedented rate.

So far we have seen how customer demands are driving invention and innovation within the utilities industry.

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.

More consumers can now choose to charge an electric car at home, generate their own electricity from solar panels, track their energy usage with a smart meter and turn their washing machine on wirelessly when their energy is at its cheapest.

‘Innovation’ has become a loaded word, one that can send a shiver down the spine of even the most forward-thinking CEO.