Fully understanding a customer’s journey is the first step to making it better and easier

You need to know how your customers will interact with you when they join, use, leave, renew or complain about you.

Using data, analytics and qualitative research, across the entire customer journey and channels, we can help develop new and improved customer journeys that will deliver tangible benefits to both you and your customers.

Our customer-centred service design ensures both customer needs and business requirements are at the core of the journey- along with the feedback we’ve gathered, so that improvements become thoroughly embedded in your day-to-day activities.

Armed with this knowledge, you can take a more proactive approach to making the journey better, from customer retention to mitigating complaints. Fully understanding a customer’s behaviour and journey over the entire lifecycle means your automation tools and agents will be best informed to provide ‘next best action’ to your customers – improving their customer experience and loyalty, while improving your NPS and reducing the cost to serve.

Contact our experts

How can we help your organisation progress?

Explore related solutions

01

Customer experience framework

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

Read more
02

Data and insight

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

Read more
03

Behavioural science

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

Read more