While technology offers many opportunities in the quest to deliver a more proactive and efficient customer experience, it’s the human interactions between brands and their customers that often make the difference, writes Oli Freestone, Institute Lead at Capita.

The Coronavirus pandemic is posing organisational challenges to many financial services providers and their customer service efforts – there’s no doubt about that

There have been enormous advances in the scale and availability of data, which is essential for machine learning.

The theme for this year’s National Apprenticeship Week is ‘Build the Future’ and is designed to encourage everyone to consider how apprenticeships help individuals to build the skills and knowledge required for a rewarding career.

The Scottish Wide Area Network (SWAN) has been given a record high satisfaction score for 2021, with 98% of public sector respondents saying they are satisfied with the network compared to 94% in 2020.

The Turing Scheme, which has been designed by the UK Government to provide global opportunities in education and training for British citizens, has opened registrations for schools, colleges and universities for the second year of the scheme at www.turing-scheme.org.uk. Last year the Government announced the Turing Scheme would be funded for a further three years – and that Year 2 of the scheme will be backed by £110m.

Is online the future, and are high streets flourishing? Just as they have for centuries, bricks and mortar retailers are reinventing themselves – competing and complementing the online option, and even stealing a march on it.

We talk about our support of Project ReMake, the charitable entrepreneurship training programme which supports the rehabilitation of ex-offenders.

We use analytics to help you understand customer behaviours and unmet needs, supporting you to put people and processes in place to exceed expectations.

The Turing Scheme, which has been designed by the UK Government to provide global opportunities in education and training for students, has opened applications for schools, colleges and universities for the second year of the scheme.