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.

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.

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.

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.

Infographic: How to maximise community benefits through regeneration