The second year of the pandemic has seen more people in the UK slide further into debt and organisations need to recalibrate their response through empathetic collections.

Capita and the Local Government Chronicle hosted a webinar to bring together local government experts and discuss how to secure funding to help revitalise our high streets.

Back in the Thatcher years of the 1980s, the explosion of out-of-town shopping centres arguably presented the biggest threat to our traditional town centres.

Town centres and high streets have traditionally been the focus of urban life, whether this is somewhere like London - often described as ‘a collection of villages’ - or a market or regional town.

Treating customers with empathy has been an increasingly important area of focus within the customer experience industry.

Local government exists to serve local people, businesses and those who visit, either to work or for recreation.

As corporate customers are presented with more choice, telecommunication providers (telcos) need to look for opportunities to present themselves as strategic partners for business critical solutions, beyond the standard offering of connectivity.

How does customer experience need to change, to acquire and retain new customers and ensure a profitable road to recovery?

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.

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.