An organisation’s sense of purpose is critical, not only to its strategy but also to its culture.

There have been enormous advances in the scale and availability of data, which is essential for machine learning.

As the pace of change speeds up, the top predictor of success is your ability to innovate as fast as the changes in customer behavior and technology, and faster than your competitors.

The Coronavirus pandemic is posing organisational challenges to many financial services providers and their customer service efforts – there’s no doubt about that

While technology offers many opportunities in the quest to deliver a more proactive and efficient customer experience, it’s the human interactions between brands and their customers that often make the difference, writes Oli Freestone, Institute Lead at Capita.

The disruptive forces shaping the future of the insurance industry as a result of the post-pandemic environment is escalating change in technology and increasing competition whilst evolving customer expectations and greater regulatory demands.

We’re living in an age of unprecedented disruption for business and individuals. But this is potentially a great opportunity to view work and life after the pandemic as a new frontier.

We’re seeing a variety of new trends affecting the utilities market, relating to the environment, infrastructure and consumers.

As the Covid-19 pandemic has taken hold across the globe, healthcare providers have had to quickly adapt to changing work structures and practices to save lives.

Alan Linter, Capita’s Innovation Director, explains why agility and adaptability aren’t nice-to-haves but prerequisites for success – and are easier to achieve than you may think.