Capita’s white paper explores how focusing on empathy, kindness and sincerity will equip organisations to help their most vulnerable customers.

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

Tackling a challenge on the scale of the global climate emergency will require collective action and for every part of society – from governments, to businesses, organisations and citizens – to come together, galvanised by the one, common goal of reaching Net Zero.

Against a backdrop of varying policy support and shifting funding commitments, the rise of empowered communities across the UK is even more notable.

For the past five years the number of homeless people in the UK has been rising, with Crisis estimating that up to 200,000 families and individuals are now experiencing the most severe forms of homelessness, including rough sleeping.

It’s been a few months since the long awaited Williams-Shapps Plan for Rail was published, with some early signs of reform already being introduced, such as the recent launch of new flexible tickets for commuters.

We’re all now feeling the effects of ‘Covid debt’: physical, mental – and, increasingly, financial.

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.

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.