One of the things that caught my eye in the Institute of Customer Services UK’s (UKSCI) most recent report on customer satisfaction was the suggestion that a growing number of customers are prepared to pay more for improved service.

Developments around Open Banking bring exciting opportunities for the industry and consumers, but we must ensure they drive a step change in the customer experience, not just a technology change, writes Pete O’Connor, Managing Director of Capita Mortgage Software Solutions.

From sales & acquisitions, enquiries & complaint handling, to managing campaigns & retention strategies, we’re trusted by over 50 of the UK’s leading brands.

With our flexible, expert customer service teams, we're supporting clients through their busiest times of the year, with extra resourcing, thorough planning, insight and smart technology.

From speech analytics and virtual assistance, to visual intelligent voice routing (IVR), we're developing innovative applications that are empowering agents to deliver even better customer experiences.

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Using innovative data and insight software, we can spot the signs of customers falling into debt, provide earlier intervention support and try and prevent it from happening at all.

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