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.

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.

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.

Businesses today are more inventive, creative and bold than they have ever been before. They’ve had to be. We are living in a moment where there is no ‘playing it safe’ – and where doing nothing is often the worst possible option.

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.

Mark Record, Strategic Account Leader for financial services at Capita, sets out a roadmap to success for the sector in a post-Coronavirus world.

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

Monatair is a multi-source, social media intelligence tool that helps you to react quickly to save time or to analyse engagement to spot trends, track performance and discover opportunities.

The pace of change we're going through right now is the slowest we’ll experience for the rest of our careers.

In our latest episode of the Incremental to Exponential podcast we explore how big companies can innovate to survive and grow.