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.

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.