Enable growth by creating perfect moments

Sustainable transformation means a brighter future for banking. Whether that’s being attentive to preferred channels or driving efficiencies to reduce costs, the focus must be on enhancing every moment for your customers and colleagues. At Capita, we blend our banking expertise with an innovative, human-centric approach to nurture your people through a proven mix of technology, training and resources, enhancing and transforming processes and customer experience to drive growth.

Take a look at our library of useful resources below - including thought leadership articles, webinars and industry reports - to help you overcome the challenges of today and prepare you for what’s ahead tomorrow.

Find out how we can help you transform experience in retail banking

Spotlight

Rethinking banking report: The need to adapt now, or fall behind irretrievably

Retail banking is facing more than its traditional share of challenges and opportunities in the current climate. Which is why we commissioned extensive quantitative research, to understand how consumers behaviours and expectations are changing.

 

Our latest report highlights those areas where banks and building societies need to rethink and adapt their strategies now – from ethical banking to vulnerable customers - or fall behind irretrievably.

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Video: Embrace the modern consumer’s desire for flexibility and control

 

 

The motor industry is facing a perfect storm of difficulties: lower consumer spending power; drivers rethinking how they use their cars and even whether they need a car at all; an increase of available data; the growing popularity of diverse fuel options – all of this has created greater volatility within the market.

 

How could providers of motor finance products do more to enhance the customer’s experience? And why is transparency so important? Watch our insightful video which explains how. 

 

Watch the video →

Featured highlights

How does financial services customer experience compare?

Our exclusive research with Ipsos MORI reveals how the FS sector is shaping up in terms of customer experience compared with other industry sectors.

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The benefits of giving our people and our customers a total experience

Following the Gallup State of the Global Workplace report, we consider the concept of prioritising a 'total experience’ for colleagues and customers alike.

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Report: Treating customers fairly in collections

We commissioned an independent market research company to look at fairness in collections to better understand customer debt.

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Banks can still do more to make sure customers reach the right people

Getting through to someone who can help is causing finance customers the most frustration which is why making it easier to contact the right person is now a pressing issue.

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How we can help: our solutions for retail banking customers

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Customer experience

We’re trusted by well-known brands to transform experience, even when people’s complex relationship with money means having to work harder so they feel good about touchpoints with you.

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Collections

How you respond to those falling behind with payments is critical for brand reputation and ensuring customers feel supported to pay. Find out about our FCA-authorised, human-centred collections services.

Complaints handling

Complaints handling

From standing up entire contact centres to providing flexible support at peak times, we’re experts in making sure customers feel better about dealing with you, even when something’s wrong.

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Data and analytics

We leverage data sources to provide real time analytics from social media and voice channels, so you can better understand customer behaviour, journey pain points and trends to make transformational improvements.

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Mortgage servicing

Enhance the experience of your customers as you help them to build their futures whilst leveraging the latest digital channels to drive business efficiency.

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Mortgage software

Take consumer frustration and uncertainty out of mortgage applications with our intuitive origination digital platform to improve efficiency and customer experience.

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Assisted customer conversations

Serve customers better with AI-driven tech that analyses conversations and automatically helps agents to identify the best solutions to queries.

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Conversational AI chatbots

Smart chatbots simulate real conversations to help meet demand so you can improve customer satisfaction, whilst reducing call handling time and service costs.

Discover how we can help you to transform customer experience

Insights into customer experience

Ipsos report: What drives great customer experience?

Find out about the CX index which measures how well industries are meeting customer expectations.

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Will customers really pay more for better service?

The UKCSI’s report indicates that the number of customers saying this has increased from 26% to 34% in the last 2 years.

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Turning noise into insights with social listening

What is social listening and why is it so important and relevant to today’s organisations?

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Find out how we can help you to transform customer experience

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