Customer experience transformation

Trusted by some of the largest brands and public-sector organisations in the UK, we have a long track record of designing better customer experiences that really fit companies' needs.
Man using mobile phone

Improving customer experience frameworks through tailored solutions

We're experts at creating customer experience strategies to meet the needs of organisations and their customers. 

We ensure they can be easily measured and continually evolved as customer requirements and technologies change. And we apply the right software, skills and agents to implement them.

Our customer experience transformation work for BBC TV licensing services increased fee collections from £2.7bn to £3.7bn. At O2, we introduced automated enquiry-handling systems that process 1.3 million transactions a month and reduce customer follow-up calls by more than 80%.

We'll keep developing innovative customer experience solutions, so our clients know they'll always be providing the best service possible.


O2 customer transactions per month


reduction in TV licence fee complaints


increase in TV licence collections

Our customer experience transformation services


Customer journey mapping

Using data, insight and research, we're helping our clients to review and improve the customer journey to deliver a better experience.

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Behavioural science

Capita is known for designing outstanding customer journeys. But the value we can add to our clients goes far deeper.

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Customer experience framework

We're delivering major customer experience transformations for our clients, through our Six Pillar Customer Experience (CX) framework.

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Data and insight

Combining the latest innovation in analytics software with a dedicated insight team, helping our clients use data to enhance operations.

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