Our paper considers the importance of balancing customer-company effort for retention: every interaction must be easy so customers are more likely to return.

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.

The future of the travel and leisure sector is undoubtedly set to be affected by rising costs, ongoing disruption and growing concerns about its environmental impact - all at a time when consumer demand and expectations are increasing.

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

Our study of 3,000 UK shoppers benchmarks consumer attitudes to understand how we shop, our preferences and the extent we require sustainable/ethical practices.

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’.

Is online the future, and are high streets flourishing? Just as they have for centuries, bricks and mortar retailers are reinventing themselves – competing and complementing the online option, and even stealing a march on it.

Online returns are the new scourge of the UK’s retail industry. Growing by 95% between 2014 and 2019 alone, the threat to sustainability is enough to warrant discussion at the next COP summit.

Today, technology has drastically redefined how brands deliver customer experience.

Amongst the promised benefits of bleeding edge technologies and loud musings that the customer has changed forever, is there an alternative narrative that chimes better with the notion that retail, at its heart, is a cyclical industry?