Capita has secured a two-year extension to its contract to deliver Personal Independence Payment (PIP) assessments for the Department for Work and Pensions (DWP).

We rapidly mobilise contact centre teams to help organisations support customers during difficult times – helping to protect revenue and business continuity.

Our clients trust us to help them use this data and insight to transform their businesses. Our consulting team are deep industry and process experts who don’t just advise - they build, implement and operate real and effective digital solutions.

As a trusted technology and support partner, we’re delivering first-choice software licensing, services, products and support for our customers. By joining forces with the market-leading technology providers, as well as innovative start-ups, we ensure you have easy access to the software and services you need, at a price that reflects our scale.

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.

Knowing you’re delighting your customers is the holy grail for any business.

Long tail strategy is also about corporate responsibility, the SME agenda, supply chain risk and social value.

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.

Our previous articles have focused on the life and pensions workplace of the future, identifying new organisational structures, and working patterns that take account of the digital revolution we’re living through. Now we’ll turn our attention to the customer experience itself.