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.

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.

Alan Linter, Capita’s Innovation Director, explains why agility and adaptability aren’t nice-to-haves but prerequisites for success – and are easier to achieve than you may think.

To mark today’s International Day of Persons with Disabilities (IDPD), Andy Start spoke to Damian Riley, to discuss the importance of disability inclusivity.

Alan Linter, Capita’s Innovation Director, explains why retailers that give consumers the gift of seamless experiences will be the ones to sparkle this unpredictable Christmas.

We’ve just commissioned some independent research into “Fairness in Collections” to gain a deeper insight into the issues facing people who are in debt.

Research done over the past few years has shown that having people of different genders, ethnicities, sexual orientations, ages and physical and mental abilities within your organisation is good for all sorts of things from innovation and creativity to engagement and retention.

The pandemic has pushed disruptive trends like online shopping for groceries, virtual doctor appointments, and remote work into overdrive.

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

The impact of Covid-19 and the resulting social distancing has accelerated our online journey, pulling new businesses and customers onto digital platforms.