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

While technology offers many opportunities to deliver a more proactive and efficient customer experience, it’s the human interactions between brands and their customers that often make the difference.

Retail technology is perhaps one of the fastest growing industries coming out of the pandemic, with digitisation being one of the key aspects of this transformation.

I joined the education team at Capita earlier this year, after working for over 30 years in secondary education, including spending eight years as a headteacher of a comprehensive school.

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.

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.

Peter Wallace, Managing Director of HR Solutions at Capita, shares his thoughts on employee engagement during the pandemic and beyond.

The office has changed, and it’s unlikely to return to the way it was before Covid-19 struck.

According to the World Economic Forum (WEF), 65% of children entering primary school today will end up in jobs that don’t yet exist.