by Simon Coates
Post | 13th February 2019
The role of Data Scientist is increasingly critical in modern organisations, but the job’s challenges and responsibilities are not often fully understood. Data Scientist Simon Coates of Capita’s Innovation Team fills in some of the gaps.
by Mike Barnard
Post | 12th February 2019
Customers are happier, according the latest UK Customer Satisfaction Index. That’s because organisations have become much better at handling complaints, says Mike Barnard, Executive Officer, Capita Customer Management. But they still need to prepare for a world where regulation will demand even greater efforts to ‘treat customers fairly.’
by Claire Catchpole
Post | 8th February 2019
In our latest edition of Intelligence, we outline how we helped our client, a major general insurance provider, to better understand their MI data and subsequently wipe out almost £50m worth of aged debt. Claire Catchpole, Capita Business Improvement Consultant, explains the steps to take to help clients regain control of their data, improve the customer experience, and make substantial savings.
by Mike Barnard
Post | 5th February 2019
Customer satisfaction is down; customer effort is up. So says the latest survey of customer satisfaction in the UK, by the Institute of Customer Service. Mike Barnard, Executive Officer, Capita Customer Management, considers what business can divine from the findings – and whether alarm bells should be ringing.
by Kerry Edwards
Post | 28th January 2019
Our latest edition of Intelligence takes a look at ‘The Power of Data’ – exploring how organisations’ use of customer data will continue to evolve and shift in 2019. Here, Customer Experience Director for Capita Customer Management Kerry Edwards explains how businesses can achieve better, insight-driven outcomes in a post-GDPR world.
by Ricky Alfred
Post | 18th December 2018
Capita Customer Management’s Head of Corporate Responsibility Ricky Alfred takes a look back at the efforts we’ve made to improve sustainability and the wider community in 2018.
UK Customer Satisfaction Index 2019: The good news about complaining customers
by Mike Barnard 12/02/2019
3 minute read
Drilling through a mountain of data to the insights that really count
by Claire Catchpole 08/02/2019
5 minute read