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

We’ve just commissioned some independent research into “Fairness in Collections” to gain a deeper insight into the issues facing people who are in debt.

The pandemic isn’t only affecting us as individuals – it’s affecting us as societies and economies too.

Stephen Ottewell, Director of Planning and Building Control at Capita, interviews planning experts - this Q and A focuses on planning masterplans and design codes.

Angela Knowles-Ellis, Head of Telephony at a Capita run contact centre in Darlington, explains how training from bereavement charity Winston’s Wish has helped staff deal with vulnerable customers during the pandemic.

As declared by Dr Dominique Hes in 2017, there is quite simply “no sustainability without community engagement”. The topic of how organisations bring their staff and customers ’with them’ on cultural and transformative journeys is never far away.

One of the things that the pandemic has surfaced is increasing inequality. The impact of Covid- 19 continues to take its toll not only on people’s physical and mental health but also on their financial stability.

The complex and challenging nature of delivering public services at a local level has never been under more pressure. Public service integration – collaboration between different services within local government and with external partners across other sectors – can make a very real and significant difference.

We consider how local authorities can navigate the twin tasks of reformed local service provision and successful placemaking in the short and medium term.

As a market leader in debt management, we are witnessing first-hand the devastating financial impact Covid-19 is having on the personal finances of so many people.