A complaint is a chance to turn an unhappy customer into a brand ambassador as well as an opportunity to improve your services…but only if handled correctly.

Customers may be about to become less forgiving. If complaint numbers rise, how are you going to provide a service which meets rising expectations?

The UK is on a “cautious but irreversible” route out of lockdown restrictions.

Costi Karayannis, Managing Director of Learning Services at Capita, explains how our ‘Re-imagining HR’ survey shows we’re at a pivotal moment and must fundamentally change the role of learning and development to re-skill staff in the post-pandemic world.

As digitisation and complex business problems continue to change the landscape of organisations, shared services providers need to find new ways to stay relevant and deliver what their clients and service users need, raising the bar with the creation of brilliant service experiences

During 2021, the Capita Institute is asking senior decision-makers critical questions relating to the state of their organisations as we emerge from the pandemic.

The ever-enduring search for new ways to increase productivity is challenging, but it’s crucial for freeing up human and financial resources so that organisations can focus on and succeed at what they do, as well as to grow.

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.

Retail technology is perhaps one of the fastest growing industries coming out of the pandemic, with digitisation being one of the key aspects of this transformation.