Ian Elam, Business Development Director at Capita Customer Management, explains how data allows you to engage with your customers in a very personal way and reduce debt write-offs.

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.

In the first of three articles accompanying our recent series of BrightTalk webinars, Ian Curling, Service Modernisation Lead at Capita Life and Pensions, looks at changing models of customer service provision in the life and pensions sector.

Capita Personal Independence Payment (PIP) is the assessment provider for the Department for Work and Pensions in England and Wales and for the Social Security Agency (SSA) in Northern Ireland, assessing over 200,000 PIP claimants every year.

While technology offers many opportunities in the quest to deliver a more proactive and efficient customer experience, it’s the human interactions between brands and their customers that often make the difference, writes Oli Freestone, Institute Lead at Capita.

Developments around Open Banking bring exciting opportunities for the industry and consumers, but we must ensure they drive a step change in the customer experience, not just a technology change, writes Pete O’Connor, Managing Director of Capita Mortgage Software Solutions.

Since 2011, Capita has partnered with The Pensions Regulator to deliver automatic enrolment, employing 150 staff and operating a multi-channel customer contact centre to deliver direct communications to every employer in the UK. As a result, saving for a pension has become the norm, with 22.9 million people now saving into a workplace pension.