Over the past two years, Covid-19 has been a massive burden for us all for a multitude of reasons. But it’s only now that we’re truly dealing with the shock that the pandemic has caused to the world economy and the harsh financial reality that we face.

We explore the threats and opportunities of Decentralised finance (DeFi) for traditional financial services providers.

Our report, conducted with Ipsos MORI, finds that financial services companies need to improve sensitivity to the different needs of customers.

Capita’s research with Ipsos MORI finds that while FS companies may be providing more convenience, some may be coming up short in terms of their sensitivity.

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.

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.

More than a third of consumers have said it is very important to them that their bank has branches they can visit should they need to.