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.
9.8/10
Personalised customer experience score for our client, Southern Water
68%
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
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.
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.
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.
Utilities
We’re experts at helping you to respond to rising consumer expectations, as well as supporting you to help achieve net zero targets.
Telecoms
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.
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.
Actuarial
We help you keep up with constant developments in the insurance and pensions industry whilst protecting your company’s interests.
01
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.
02
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.
03
Collections
Our end-to-end debt management services help businesses settle arrears while giving vulnerable customers the support they need to clear debt.
