Capita announces today it has signed a new contract with Her Majesty’s Revenue and Customs (HMRC) to provide voice analytics and quality management services for HMRC to use in its contact centres.

A single, comprehensive record for each child to help local authorities manage education provision efficiently for informed decisions and early intervention.

Buying a home doesn’t need to be a painful process. A new approach to the home buying journey will radically alter the mortgage process, delighting customers and providing opportunities for innovative providers to disrupt the market.

We’re helping government transform services so they’re more effective, more efficient and more flexible whilst exceeding citizen expectations.

It’s that time of year again, when retailers slash their prices for Black Friday, as eager customers seek out the best deals ahead of Christmas.

With The Productivity Institute we looked at practical ways for the public sector to accelerate productivity with a focus on digital transformation.

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.