Treating customers with empathy has been an increasingly important area of focus within the customer experience industry.

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.

Automation will transform most jobs in the insurance sector over the next decade.

Our automation solutions range from task mining and process re-engineering to unattended robotic process automation, and include advanced AI-enabled automation.

The motor finance and leasing market is moving towards a ‘finance first’ approach, determining affordability ahead of purchase.

Pete Budge, Managing Director of the Capita Scaling Partner Team, considers how the UK’s bold pension fund pledge is shaping investment.

The motor finance journey is evolving at pace, adapting to rising expectations of customer experience and digital innovation, as well as shifting attitudes towards ownership.