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.

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.

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’.

Pete Budge, Managing Director of the Capita Scaling Partner Team, considers how the UK’s bold pension fund pledge is shaping investment.

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.

As a trusted technology and support partner, we’re delivering first-choice software licensing, services, products and support for our customers. By joining forces with the market-leading technology providers, as well as innovative start-ups, we ensure you have easy access to the software and services you need, at a price that reflects our scale.

Our software support service ensures you can focus on the demands of your customers, while we solve any issues before they become a problem.

Our services include document management, mailings and digital mailroom scanning, storage and retrieval as well as full-service digital multichannel solutions.

At the heart of the travel and hospitality industry is great customer experience.

Capita today launches Avatar, a new technology that uses 3D digital characters to make the customer service experience more human.