One of the things that caught my eye in the Institute of Customer Services UK’s (UKSCI) most recent report on customer satisfaction was the suggestion that a growing number of customers are prepared to pay more for improved service.

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

As we’ve mentioned in a previous article, 2021 saw smaller UK energy suppliers cease trading and exit the market at an unprecedented rate.

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

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

We rapidly mobilise contact centre teams to help organisations support customers during difficult times – helping to protect revenue and business continuity.

Capita's recent vulnerability session led by our guest speakers and market analysts explores how we can better support the expanding dimensions of customer vulnerability.

Inflation in Britain is at its highest in 30 years, having risen to 5.4% in the 12 months to December 2021 and it is expected to reach 7% by the spring, according to the Bank of England.

To have a positive impact net zero ambitions must be embedded from the ground up and the top down. We look at how organisations and their employees can create the right culture and behaviours.

Capita explores the state of the EV charging industry, its changing regulatory landscape, and the vital role of customer service in addressing these challenges.