Companies today are dealing with an increasing range of vulnerable customers and should remember that seemingly small changes can have a significant impact.

A popular online brokerage prided itself on building a customer experience that made trading stocks as easy as swiping right or left to purchase a book online.

News, research, reports and thought leadership articles looking to the future of utilities

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

Water providers can go a long way to ensuring that we are all using our precious resource more responsibly.

Our report cosniders customer experience in utilities and how, if providers focused on renewing trust, it would help them deliver on their promises to customers.

In the next episode of our podcast series on the theme of the great opportunity our focus is on data and AI, and its application in the justice system.

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.

Our customer service innovation team is solving industry-specific problems through technology, analytics and process design.

We look at how you can set your business apart from competitors as you navigate the future of customer experience management services in 2024.