When Selfridges first opened its doors in 1909, it drew crowds by turning shopping into an adventure, using theatre and innovation. Bleriot’s monoplane was displayed there fresh from its maiden Channel crossing and John Logie Baird chose the store to first demonstrate television to the public.

As retail – and the role of tech within it – fast evolves, skill sets, training needs and career paths need to adapt at the same pace. In what skills must we invest to grow the retailers of tomorrow and make retail a career that attracts the very best?

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.

Your customers are talking. They’re talking about what makes them happy and what makes them unhappy. Which of these applies to your organisation? With so much being said on social media every day across so many channels, separating the meaningful sounds from all the noise can seems impossible. But social listening makes it possible.

The metaverse could be a revolutionary development for media, telecoms and technology organisations who are looking for the retail and customer experience platform of the future.

Declining household income is accelerating churn, and as inflationary pressures hit consumers’ budgets, how can telecoms, media and technology providers keep their customers and attract more?

As retailing and technology continues to evolve at a pace we’ve never experienced before, consumers of every generation are becoming far more comfortable with the digital landscape, whilst also becoming increasingly mindful of the brands they’re advocating.

When BBC TV Licensing had to communicate with over four million new customers we helped them to process incoming mail and payments in a scalable environment.

Marks & Spencer has extended its longstanding digital customer contact partnership with Capita by a further five years. The contract renewal and expansion commences April 2018 and is worth approximately £70m over the contract term.

At last week’s UK National Contact Centre Awards ceremony, there was success for two of Capita businesses.