Helping you connect with your customers and deliver amazing experiences

Putting a smile on your customers’ faces doesn’t have to be complex and costly. Applying our deep heritage in customer experience and multi-industry expertise, we can help simplify your communications, reduce complaints by up to 68% and boost your NPS score by 50 points.

We’ll make sure we understand your needs and priorities before designing and building intuitive, empathetic customer journeys, delivering transformed experiences with unparalled expertise. We underpin our approach with human-centred technology, using data and insights to spot opportunities and refine processes, predicting customer behaviour with advanced artificial intelligence (AI) and analytics.

Above all, by blending our delivery excellence in flexible, omni-channel access with empathetic responses, we help you connect with your customers, raising not just your sales but that all-important smile.

Get in touch with our experience experts


Personalised customer experience score for our client, Southern Water


Reduction in complaints for Southern Water since 2015

50 points

How much we increased the overall NPS score for one of our life and pensions clients

6 weeks

How quickly we stood up a 100% remote contact centre in 2020, with 1,200 agents

Leading the future of customer experience (CX) with Ipsos

The customer experience index - how are you performing?

The new report from Ipsos Mori and Capita measures how well today’s CX needs are being met.

Download the report

The crucial ingredient: empathy in customer experience

The Ipsos research we commissioned shows the importance of empathy for customers.

Read more

How we transform customer experience

1. Consulting to understand your business aims

We start with a consultative diagnostic to understand your business and goals, whether to reduce cost-to-serve, increase productivity and growth, or to improve your NPS score and customer retention.

Our experience experts and Lean Six Sigma practitioners identify areas for improvement with future-focused, industry-specific proposals, mapped to critical ‘life moments’ for personalised, meaningful customer experiences. These focus on human-centred design, leadership culture change and team training to ensure sustainable change.

2. Designing customer journeys to support your goals

We design and create strategic end-to-end journey transformation across all channels, applying our range of services and expertise to build, evaluate and continuously improve operating models.

We introduce technologies such as AI, real-time speech and automation to improve services and efficiency. We transform and optimise digital touchpoints such as apps and websites, maximising sales, data capture and engagement. We also offer cyber security expertise to manage data, preventing theft and regulatory fines.

3. Transforming experiences with talent and innovation

We combine talented, dedicated people with the latest technology, collaborating with our innovative strategic partners to provide intuitive, agile solutions which adapt to evolving business needs.

Using data and insight to ensure better outcomes, we deliver those digital experiences and operational enhancements. We anticipate and plan for the future with a tailored, agile approach, whether we’re training your people to provide a better service or delivering this via our expert agents as an outsourced model.

Where we’re transforming experiences: case studies


Making Southern Water customers’ lives easier

We’re simplifying and personalising experiences so Southern Water customers are happier and more able to self-serve online.

Read the case study


Freeing the RSPCA to focus on protecting animals

Find out how we’re working with the RSPCA to transform efficiency and customer service in their National Control Centre.

Watch now

Discover how we transform experience in your industry


We’re experts at helping you to respond to rising consumer expectations, as well as supporting you to help achieve net zero targets.

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With intelligent services including those regulated by OFCOM, we help telecoms and media organisations drive growth, retain customers and challenge the industry with new innovations.

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Retail banking

With expert agents, services which include those regulated by the FCA, and intelligent technologies, we help banks and building societies to drive growth.

Find out more


We help you keep up with constant developments in the insurance and pensions industry whilst protecting your company’s interests.

Find out more

Contact an expert

Explore related solutions


Customer acquisition and retention

We make finding and keeping your customers much easier. Providing advanced online and telephony technology, powerful analytics and highly trained teams, we deliver results that will boost your bottom line.

Learn more

Customer experience systems and software

At Capita, we’re using the latest technology to make it easier for you to interact with customers, while saving money, time and improving your business outcomes.

Learn more


Our end-to-end debt management services help businesses settle arrears while giving vulnerable customers the support they need to clear debt.

Learn more

Our related insights


Customer experience

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Customer experience

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Customer experience

Customer Service

Customer experience


Customer experience

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Get In Touch

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+44 (0) 20 7799 1525

Office Hours: 8:00AM to 5:00PM

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