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.

As many of us start to return to offices and other workplaces, the hybrid approach has emerged as the most popular solution for both employees and employers.

Telecoms organisations face a highly challenging business environment as digitisation continues to fuel the relentless disruption of established business models and practices, to enable increasing competition from new, more agile, entrants and forces constant regulatory changes as the market grapples with the societal shift to living and conducting business online.

The second year of the pandemic has seen more people in the UK slide further into debt and organisations need to recalibrate their response through empathetic collections.

In a short time, humanity has come a long way. Since the creation of the printed word 650 years ago, humans have moved from being isolated clans to a cohesive society, founded on shared information.

Treating customers with empathy has been an increasingly important area of focus within the customer experience industry.

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.

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.