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.

The future of the travel and leisure sector is undoubtedly set to be affected by rising costs, ongoing disruption and growing concerns about its environmental impact - all at a time when consumer demand and expectations are increasing.

Capita’s white paper explores how focusing on empathy, kindness and sincerity will equip organisations to help their most vulnerable customers.

How data analytics, tracing and remediation can assist and build strong brand reputation.

It doesn’t seem too long ago that the introduction of interactive voice response (IVR) received a rocky reception with many customers citing that they preferred to speak to a ‘real human’.

We’re all now feeling the effects of ‘Covid debt’: physical, mental – and, increasingly, financial.

The UK telecoms market remains one of the largest in Europe.

It should come as no surprise to anyone in the telecommunication industry that customer service is crucial for increasing engagement.

There can be no doubt the pandemic has altered the emotional make-up of society. Collectively, we are now much more aware of the suffering of others – and how could we not be after seeing lives turned upside down and businesses upended with no sense of rhyme or reason or equity.

Knowing you’re delighting your customers is the holy grail for any business.