Our thinking

Capita experts share their opinion and insight on new ideas, approaches, technology and topics related to our business and markets.
Insights graphic
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Institute

The great opportunity? Pulse 2: June 2021 - audio summary


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Customer experience

The future of customer experience: the journey to reposition live assistance


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Customer experience

5 ways to prepare for the changing collections landscape of tomorrow


Call centre rep

Customer experience

Why complaining customers are your most valuable critical friends


Businessman sitting in office

Institute

More trust means more productivity – so let’s go even further


Insight-Achieving agility in financial services through putting the customer first

Central government

Unlocking the value of knowledge assets: the first step is identifying them


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Healthcare

We should be held accountable for our employees’ health and wellbeing


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Central government

Supporting prison leavers to fulfil their potential


Customer service representatives

Customer experience

Why time’s running out to get complaint handling right


Male employee

People and culture

Time to re-imagine employee experience as the talent war begins


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Future of learning

Re-imagining learning and development to re-skill for the post-pandemic world


Insight-Will new technologies prove so disruptive that we don’t need marketing?

Government

Where to next for our town centres?


Customer service rep using headset

Customer experience

Shared services 4.0: this time it’s personal