We recently published a new white paper, Delivering service with sincerity to vulnerable customers.

The white paper’s message is that to better help the increasing number of vulnerable customers, organisations should adopt a strategy we call ‘the leadership of kindness’ – which will enable them to deliver service with sincerity. This compliments what research has revealed: that people want more empathy from companies.

In this video series, we deep dive into the 5 key themes explored in the whitepaper with Aps Ajit, Managing Director of Financial Services at Capita. Watch our video series to hear her insights:

Video 1 – Introduction
Video 2 – The nature of vulnerability has changed
Video 3 – Empathy in the customer and employee experience
Video 4 – Making culture meaningful
Video 5 – Innovation and technology are drivers of change
Video 6 – Long-term change is needed

Expert spotlight

Aps Ajit

Aps Ajit

Managing Director of Financial Services Capita Experience

Aparajita ‘Aps’ Ajit is the Managing Director responsible for the financial services market vertical that focuses on driving better outcomes for clients across pensions, payments, mortgages, retail banking, motor finance and fintech. She is an FCA senior manager function role holder for the regulated business under her oversight. Aps has extensive experience of working with financial services clients globally and is passionate about driving business value and positive customer impact.


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