Retailers need to stop expecting business to return to “normal”. 

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

Getting through to someone who can help is causing financial services customers the most frustration, according to the latest Institute of Customer Service report.

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

We consider how financial providers can find success in the motor finance industry by harnessing data and becoming indispensable for connectivity in drivers’ everyday lives.

Is online the future, and are high streets flourishing? Just as they have for centuries, bricks and mortar retailers are reinventing themselves – competing and complementing the online option, and even stealing a march on it.

Between the collapse of 83% of the UK’s department stores, consumers moving online and many high street shops now becoming obsolete, town centres are no longer the beating heart of local economies they once were.

Today, technology has drastically redefined how brands deliver customer experience.

Hearing that we had achieved 98% overall satisfaction was probably the first time in my professional career where I have had an emotional response.

The Covid-19 pandemic has accelerated the decline of our high streets and town centres.