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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.
As political leaders and civil servants react to an ever-increasing array of challenges, we consider how to make time for placemaking and digital projects.
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.
Cyber security is a broad term which means many different things to many different people, and can often seem to be incredibly complex, expensive, and full of pitfalls at every turn.
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.
Hearing that we had achieved 98% overall satisfaction was probably the first time in my professional career where I have had an emotional response.