Today’s consumers are experiencing a renewed appreciation of the value of retail, as well as the importance that shopping brings to their quality of life.

The effects of the pandemic will continue to be felt by subscription-based operations – especially as we now start the build-up to Christmas.

Getting through to someone who can help is causing financial services customers the most frustration, according to the latest Institute of Customer Service report.

Our paper considers the importance of balancing customer-company effort for retention: every interaction must be easy so customers are more likely to return.

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.

The future of the travel and leisure sector is undoubtedly set to be affected by rising costs, ongoing disruption and growing concerns about its environmental impact - all at a time when consumer demand and expectations are increasing.

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

Our study of 3,000 UK shoppers benchmarks consumer attitudes to understand how we shop, our preferences and the extent we require sustainable/ethical practices.

Companies today are dealing with an increasing range of vulnerable customers and should remember that seemingly small changes can have a significant impact.

How data analytics, tracing and remediation can assist and build strong brand reputation.