More consumers are signing up for buy now pay later schemes. How can retailers better support the vulnerable?

Our report, conducted with Ipsos MORI, finds that financial services companies need to improve sensitivity to the different needs of customers.

With funding on the decline and demand for services increasing, offering a compelling employee experience could help to bring in more volunteers to charities – emulating the enthusiasm seen during the peak of the pandemic.

Capita’s research with Ipsos MORI finds that while FS companies may be providing more convenience, some may be coming up short in terms of their sensitivity.

Read our report on Capita’s exclusive event to find out compelling CX insights from today’s clients, customers and colleagues

Remodelling the customer experience and driving change in an agile way – so what are the key investment areas?

Today’s consumers are experiencing a renewed appreciation of the value of retail, as well as the importance that shopping brings to their quality of life.

The effects of the pandemic will continue to be felt by subscription-based operations – especially as we now start the build-up to Christmas.

The Economic impact of digital inclusion in the UK report has found every £1 invested in building essential digital skills contributes £9.48 to the UK economy.

Getting through to someone who can help is causing financial services customers the most frustration, according to the latest Institute of Customer Service report.