Capita joins forces with Filtered to scale content intelligence and smart skill building for employees

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

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.

The pensions industry is in the race to get data right, to make sure everyone is where they need to be on the non-negotiables of data quality and data security.

Customer loyalty is the holy grail of brand. Less than a decade ago, consumers told marketing research company IPSOS MORI that they trusted certain household brands (Heinz, John Lewis, Walmart) more than the Government.

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.

Businesses today are more inventive, creative and bold than they have ever been before. They’ve had to be. We are living in a moment where there is no ‘playing it safe’ – and where doing nothing is often the worst possible option.

With so much of our lives spent engaging through digital channels and consuming digital media, it should be no surprise to know that I see this as a critical element in delivering the next generation of Capita’s pensions and benefits services.

In this episode of our podcast series Tomorrow’s Organisations, the spotlight is on the opportunities this sector has to recover and transform.

‘Innovation’ has become a loaded word, one that can send a shiver down the spine of even the most forward-thinking CEO.