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.

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.

Capita plc today announces that it has agreed with Transport for London (TfL) to expand its current contract to include the Central London Ultra Low Emission Zone (ULEZ).

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.

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.

Capita today announces it has secured an extension to its contracts with Transport for London (TfL) to continue to manage London’s Congestion Charge, Low Emission Zone (LEZ) and Ultra Low Emission Zone (ULEZ).

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.

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

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.

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.