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’.

Cyber security is a broad term which means many different things to many different people, and can often seem to be incredibly complex, expensive, and full of pitfalls at every turn.

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

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.

As corporate customers are presented with more choice, telecommunication providers (telcos) need to look for opportunities to present themselves as strategic partners for business critical solutions, beyond the standard offering of connectivity.

The cyber threat landscape is continually shifting. As a result, staying ahead of cyber crime is a significant challenge for both organisations and individuals.

How does customer experience need to change, to acquire and retain new customers and ensure a profitable road to recovery?

You have a problem. Someone else has been talking to your customer. The likes of Amazon, Apple, Nordstorm – and the other gods of customer service have been educating your customer in what excellent looks and feels like.