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.

While many of us have effectively transitioned to at-home working, for some industries, like construction and infrastructure, that’s completely impossible.

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.

Capita supports AEGIS London with the provision of IT services in response to Covid-19, allowing the business to continue trading successfully.

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

We're helping our client to identify – and resolve – 'hidden' issues that are affecting their customers.