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.

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.

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

The current financial pressures are causing many of us to examine more closely what we spend, and to reconsider our attitudes around even the very staples of day-to-day life – such as the car.