Capita's recent vulnerability session led by our guest speakers and market analysts explores how we can better support the expanding dimensions of customer vulnerability.

Capita’s white paper explores how focusing on empathy, kindness and sincerity will equip organisations to help their most vulnerable customers.

The second year of the pandemic has seen more people in the UK slide further into debt and organisations need to recalibrate their response through empathetic collections.

You don’t have to be involved in collections to be aware that the last 18 months have affected the financial circumstances of a huge number of people.

Treating customers with empathy has been an increasingly important area of focus within the customer experience industry.

The complex and challenging nature of delivering public services at a local level has never been under more pressure. Public service integration – collaboration between different services within local government and with external partners across other sectors – can make a very real and significant difference.

We consider how local authorities can navigate the twin tasks of reformed local service provision and successful placemaking in the short and medium term.

As a market leader in debt management, we are witnessing first-hand the devastating financial impact Covid-19 is having on the personal finances of so many people.

Can debt really be considered good? And do we need more of it? At Tortoise Media’s recent ‘The Future of Money’ event I was invited to consider this alongside finance coach and author of Black Girl Finance, Selina Flavius, and the co-author of Angrynomics, Eric Lonergan.

The UK is set to spend over £9bn this year on PFI contracts – and a total of £48bn in the next five years. This level of spending will continue until we see the first peak in contracts expiring around 2030. Expiry will see assets worth £14bn (their original capital value) transferring back to public ownership.