It’s that time of year again, when retailers slash their prices for Black Friday, as eager customers seek out the best deals ahead of Christmas.

With funding on the decline and demand for services increasing, offering a compelling employee experience could help to bring in more volunteers to charities – emulating the enthusiasm seen during the peak of the pandemic.

Capita’s research with Ipsos MORI finds that while FS companies may be providing more convenience, some may be coming up short in terms of their sensitivity.

Read our report on Capita’s exclusive event to find out compelling CX insights from today’s clients, customers and colleagues

Remodelling the customer experience and driving change in an agile way – so what are the key investment areas?

Today’s consumers are experiencing a renewed appreciation of the value of retail, as well as the importance that shopping brings to their quality of life.

The effects of the pandemic will continue to be felt by subscription-based operations – especially as we now start the build-up to Christmas.

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

Our paper considers the importance of balancing customer-company effort for retention: every interaction must be easy so customers are more likely to return.

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.