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 many of us start to return to offices and other workplaces, the hybrid approach has emerged as the most popular solution for both employees and employers.

Our previous articles have focused on the life and pensions workplace of the future, identifying new organisational structures, and working patterns that take account of the digital revolution we’re living through. Now we’ll turn our attention to the customer experience itself.

There is a consensus that the world needs more learning – whether it’s part of society building back better, responding to the future of work in the short term, or equipping the next generation to step into the jobs that we do not yet know about.

In recent months, the Covid-19 pandemic has changed our world in countless ways. And with a new national lockdown in place, there is surely more change to come. Strong leadership in education is essential.

Managing Director of Security Watchdog, Susie Thomson and Capita’s Director of Digital Onboarding, Lesley Gregory, recently hosted an online discussion about the importance of creating great onboarding experiences, and how to achieve this digitally in a post-pandemic world.

We explore the changing role of the CIO, the impact on university business and departments from digitalisation and new technology.

In April 2021 The Department for Education (DfE) issued non-statutory guidance on creating and growing academy trusts*.

Our report concludes that, by focusing on seamlessly connecting the customer journey, the consumer electronics sector can succeed in the face of rising expectations.

Covid-19 has forced organisations to reflect on and respond to how they engage, support and communicate with their customers.