Our paper considers the importance of balancing customer-company effort for retention: every interaction must be easy so customers are more likely to return.

More than a third of consumers have said it is very important to them that their bank has branches they can visit should they need to.

At last week’s UK National Contact Centre Awards ceremony, there was success for two of Capita businesses.

Our customer service innovation team is solving industry-specific problems through technology, analytics and process design.

Capita has agreed a contract extension until 2020 to provide mortgage services to Tesco Bank.

Capita has today announced the launch of its new assisted customer conversations solution that gives instant prompts and help to customer service advisors by analysing the customer’s voice using AI and in real time.

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 today announces it has signed a customer service contract renewal with the RSPCA for a further eight years. The contract, which builds on a 17-year partnership, will transform the way in which members of the public contact the RSPCA to report animal welfare concerns.

February saw the first of three scheduled ‘innovation open days’ in 2019. Guests from up and down the country attended, representing many of the UK’s top brands, from multiple industry sectors.

We’re working with The Co-operative Bank to create a better customer journey for its customers and mortgage brokers, by living by our shared values and goals and implementing a programme of change and development with customers’ needs at the core.