An organisation’s sense of purpose is critical, not only to its strategy but also to its culture.

As the pace of change speeds up, the top predictor of success is your ability to innovate as fast as the changes in customer behavior and technology, and faster than your competitors.

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’re living in an age of unprecedented disruption for business and individuals. But this is potentially a great opportunity to view work and life after the pandemic as a new frontier.

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.

The economic and employment implications of Covid-19 are likely to be felt for years to come.

Managing Director of Security Watchdog, Susie Thomson and Capita’s Director of Digital Onboarding, Lesley Gregory, recently hosted an online discussion about the importance of creating great onboarding experiences, and how to achieve this digitally in a post-pandemic world.

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

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.

Resourcing has traditionally been focused on simply filling positions – but when it comes to your complete employee lifecycle, and business bottom line, this can be decidedly short sighted.