All businesses experience peaks and troughs in customer activity throughout the year. What makes the difference is how you handle these occasions.

Ian Elam, Business Development Director at Capita Customer Management, explains how data allows you to engage with your customers in a very personal way and reduce debt write-offs.

Can debt really be considered good? And do we need more of it? At Tortoise Media’s recent ‘The Future of Money’ event I was invited to consider this alongside finance coach and author of Black Girl Finance, Selina Flavius, and the co-author of Angrynomics, Eric Lonergan.

Customer Experience Director Charlie Whitworth reflects on the latest Customer Satisfaction Index and how Covid-19 has thrown the human factor into sharp relief.

While Covid has put the brakes on a lot of things – normal schooling, visiting family and friends, holidays and music festivals, commuting and meetings in the office, it has enabled and accelerated the uptake and development of a number of other trends.

Covid-19 has forced organisations to reflect on and respond to how they engage, support and communicate with their customers.

Our partnership with Severn Trent has given their customers a better experience and aided with debt collection.

Ricky Alfred, Capita Customer Management’s Head of Responsible Business, reflects on the need to support vulnerable customers - and how organisations, customer service agents and Capita can all make a difference.

We’re working in partnership with Southern Water to transform and simplify their customer experience, so that their customers are happier and more able to self-serve online.

Maintaining services to deliver critical gas safety guidance to keep the public safe.