Using the power of insight to stay ahead of consumer expectations

We work with our clients to create seamless customer experiences that support the drive towards online shopping and the direct-to-consumer (D2C) business model - an approach which provides an opportunity for consumer electronic brands to take control of their customers’ experience.

 

At Capita, we’re experts in creating seamless customer journeys and experiences. We look at the big picture, to make every small moment count. We're helping the consumer electronics industry adapt to changing business models, supporting them to build customer loyalty with personalised services and to meet increasing consumer expectations through data analytics and artificial intelligence (AI) to improve online and in-store customer experience.

Spotlight

Moving from clicks to bricks

Consumer electronics sales are still predominantly through third party electrical retailers, with notable exceptions - such as Apple and Samsung - who have led the way in creating unique spaces to promote brand engagement through experience centres.
 
As more brands start to embrace the direct to customer (DTC) model. Matt Camille, Client Partner of consumer electronics at Capita, considers whether they’ll be the ones to reap the benefits of bigger profits.

Featured highlights

Are we seeing a return to renting for consumer electronics?

Economic pressures could mean consumers are ready to embrace a subscription model for electronic goods. We consider how the market can respond to the current trend.

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Will customers really pay more for better customer service?

The UKSCI’s most recent report on customer satisfaction suggests that a growing number of customers are prepared to pay more for improved service.

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Our expertise

We use the power of insight to create seamless experiences that stay ahead of consumer expectations:

Identifying gaps and seizing opportunities

Drawing insight from data, we apply these learnings to every stage of the product journey to market, including product innovation and development.

Listening to the voice of the customer

From pre-order, sales, marketing and delivery, to post-purchase support, we carefully analyse customer feedback to understand areas for improvement.

Delivering the best possible experiences

With our focus on customer experience, we help generate greater levels of customer acceptance and loyalty towards your products so that you’re the preferred choice.

Speak to one of our experts to find out more

Our solutions

How we help consumer electronics businesses

Customer experience

Customer experience

We apply our deep heritage in customer experience and multi-industry expertise with innovation so your customers feel great about every touchpoint with you.

Data & analytics

Data & analytics

We leverage existing and new data sources to provide real time analytics so you can better understand customer behaviour and journey pain points.

Complaints handling

Complaints handling

We provide best in class complaints handling and consulting, applying the latest technology with a focus on customer outcome and experience.

Finance

Collections

How you respond to those falling behind with payments is crucial for reputation and ensuring customers feel supported to pay. Discover how we can help.

Assisted conversations

Assisted conversations

Our AI-driven technology analyses conversations and automatically helps agents to identify the best solutions to customers’ queries.

Automation

Automation

We're helping our clients achieve better customerAchieve better customer experience with our automation technologies, reducing your cost to serve and improving operational performance. experience through our range of automation technologies, reducing cost to serve and improving operational performance.

Augmented advisor

Augmented advisor

From speech analytics and virtual assistance, to visual intelligent voice routing (IVR), our innovative applications are empowering agents to deliver even better experiences.

Consulting

Consulting

Our industry and process experts don’t just advise - they build, implement and operate effective digital solutions, taking ideas from innovation to delivery.

Our latest thinking

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