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Lenders who do more to use technology to improve customer experience are likely to gain a significant competitive edge over their rivals, according to a survey of mortgage brokers by Capita.

News

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.

Insight

Local Authorities are required to undertake activities to identify unreported changes and to ensure the accuracy of housing benefit awards. Capita’s solution delivers a fully integrated digital solution for HBAAI processing.

Service

Ian Elam, Business Development Director at Capita Customer Management, explains how data allows you to engage with your customers in a very personal way and reduce debt write-offs.

Insight

Good mental health and wellbeing mean different things to different people, and at Capita we want to make sure our employees have the support they need to figure out what it means to them.

Insight

Our priority at Capita is to support our clients as they adapt to unprecedented circumstances, to continue keeping critical national infrastructure, businesses and public services running smoothly and to protect the well-being of our colleagues

Video

Angela Knowles-Ellis, Head of Telephony at a Capita run contact centre in Darlington, explains how training from bereavement charity Winston’s Wish has helped staff deal with vulnerable customers during the pandemic.

Insight

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.

Insight

Managing Director of Security Watchdog, Susie Thomson and Capita’s Director of Digital Onboarding, Lesley Gregory, recently hosted an online discussion about the importance of creating great onboarding experiences, and how to achieve this digitally in a post-pandemic world.

Reports

Developments around Open Banking bring exciting opportunities for the industry and consumers, but we must ensure they drive a step change in the customer experience, not just a technology change, writes Pete O’Connor, Managing Director of Capita Mortgage Software Solutions.

Video

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