While Covid has put the brakes on a lot of things – normal schooling, visiting family and friends, holidays and music festivals, commuting and meetings in the office, it has enabled and accelerated the uptake and development of a number of other trends.

Covid-19 has forced organisations to reflect on and respond to how they engage, support and communicate with their customers.

Ricky Alfred, Capita Customer Management’s Head of Responsible Business, reflects on the need to support vulnerable customers - and how organisations, customer service agents and Capita can all make a difference.

Capita supports AEGIS London with the provision of IT services in response to Covid-19, allowing the business to continue trading successfully.

Our customer service innovation team is solving industry-specific problems through technology, analytics and process design.

We're helping our client to identify – and resolve – 'hidden' issues that are affecting their customers.

We're helping O2 to improve and join up the self-service experience for their customers through an award-winning Visual IVR service.

According to a recent Gartner report, 81% of executives believe they’ll compete on customer experience alone in the not-too-distant future.

We provide contact centre solutions for some of the biggest companies in the UK, from running entire contact centres to supporting existing teams at peak times

From introducing automation to applying analytics to predict customer behaviour, we’re transforming telecoms, media and tech businesses from the inside out.