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

While technology offers many opportunities to deliver a more proactive and efficient customer experience, it’s the human interactions between brands and their customers that often make the difference.

Local government exists to serve local people, businesses and those who visit, either to work or for recreation.

The cyber threat landscape is continually shifting. As a result, staying ahead of cyber crime is a significant challenge for both organisations and individuals.

Andrew Conroy, Property Director at Capita, explains how local authorities can structure property development partnerships to make sure that residents and local businesses are projects’ major beneficiaries

People want to be able to contact their local council easily, quickly and on whatever channel suits them best.

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.

The Covid- 19 pandemic has us thinking differently about a lot of things. Security is high on that list.

As summer draws to a close, many of the short-term measures put in place to help UK citizens and businesses to get through the Coronavirus pandemic are also ending.

Many vulnerable people live in social housing, and their landlords have a legal obligation to protect their safety and wellbeing at home.