Our paper considers the importance of balancing customer-company effort for retention: every interaction must be easy so customers are more likely to return.

Our study of 3,000 UK shoppers benchmarks consumer attitudes to understand how we shop, our preferences and the extent we require sustainable/ethical practices.

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.

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.

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

Choosing the right master trust is vital to optimise member outcomes. But selecting the best provider with whom to partner also has the potential to create value for employers and unlock compelling employer brand benefits.

Our retail trend report explores new consumer expectations and considers how retailers can respond with speed and agility, to invent and reinvent themselves as they problem-solve and innovate.

Our report considers how today’s retail customer is seeking a deeper involvement and concludes that the brands who give them this are the ones with whom they will choose to shop.