Helping you connect with your customers and deliver exceptional experiences

We know exceptional customer experiences lie at the heart of every successful organisation, which is why we focus on making every interaction a positive one. 

We make sure we understand your needs and priorities before designing and building intuitive, empathetic customer journeys, transforming experiences with unparalled expertise. In delivering those omni-channel services, we empower great people with innovative technology to make it easier for agents not just to listen, but to really hear what’s going on, to show they care and to make a difference when it really matters.

Above all, we spot the small opportunities that make the greatest difference, using data analytics and artificial intelligence (AI) to refine processes and predict behaviour so you can get closer and truly connect with your customers. 

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

customer experience

Understanding customer expectations

Working with Ipsos Mori, Capita have created a unique CX benchmarking index and report to understand what end users really want from their CX service providers.

Dad WFH with child on him

How does your industry measure up?

This report considers responses from financial services, utilities, telco and media customers, highlighting how you can improve the CX challenges faced in your own industry.

customer service employee

Creating greater emotional attachment

The research showed that Empathy and Ease were the greatest drivers of customer satisfaction and loyalty. Find out why.

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.

Featured highlights

Person using a smart phone

The rise of the customer service avatar: video series

As avatars become increasingly important for customer self-service, our video series explores the psychology and use cases that make them such an exciting proposition.

Watch the videos

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.

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

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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.

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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.

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