Ricky Alfred, Capita Customer Management’s Head of Responsible Business, reflects on the need to support vulnerable customers - and how organisations, customer service agents and Capita can all make a difference.

Our Capita O2 and John Lewis teams have received awards at the prestigious 2017 Global Sourcing Association (GSA) Awards.

Capita today announces it has signed a customer service contract renewal with the RSPCA for a further eight years. The contract, which builds on a 17-year partnership, will transform the way in which members of the public contact the RSPCA to report animal welfare concerns.

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

In collaboration with ŠKODA UK, Capita Customer Management has delivered the ŠKODA Live Tour – an innovative new online technique that marries traditional customer service with smart technology enabling the car manufacturer to stream their showroom directly to potential customers, to their smartphone, tablet or computer.

James Brooks, Innovation Principal at Capita, examines how augmented reality is set to reinvent the way we shop.

Capita supports AEGIS London with the provision of IT services in response to Covid-19, allowing the business to continue trading successfully.

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.

Knowing you’re delighting your customers is the holy grail for any business.

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