Creating a simpler business well positioned for the future.

Capita plc (‘Capita’) today announces it has been awarded a contract renewal to provide a range of learning services for a major UK financial services institution.

Capita has been named a ‘market leader’ in the 2021 ISG Provider Lens™ Contact Center – Customer Experience report for Europe and the UK.

Getting through to someone who can help is causing financial services customers the most frustration, according to the latest Institute of Customer Service report.

We consider how financial providers can find success in the motor finance industry by harnessing data and becoming indispensable for connectivity in drivers’ everyday lives.

You have a problem. Someone else has been talking to your customer. The likes of Amazon, Apple, Nordstorm – and the other gods of customer service have been educating your customer in what excellent looks and feels like.

Customer loyalty is the holy grail of brand. Less than a decade ago, consumers told marketing research company IPSOS MORI that they trusted certain household brands (Heinz, John Lewis, Walmart) more than the Government.

A popular online brokerage prided itself on building a customer experience that made trading stocks as easy as swiping right or left to purchase a book online.

As the rate of change increases, large established companies must be able to innovate at pace and scale, to keep one step ahead of start-ups and large technology companies that are moving into new sectors and markets.

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.