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.

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.

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

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

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

The utility industry has faced consistent challenges with customer satisfaction, and is rated lower than the UK average for transparency, customer ethos and emotional connection.

We must resist the robots... Should we? There’s no question that the pandemic forced organisations to rapidly introduce new ways of working.

In the next episode of our podcast series on the theme of the great opportunity our focus is on data and AI, and its application in the justice system.