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.
Financial services must act to identify vulnerable customers early on. Our latest vodcast explores key topics from our report, 'Delivering Service with sincerity to vulnerable customers'.
Our latest research
Spotlight – rethinking banking with the latest customer persona research
Our research of 2,000 bank and building society customers identified 6 new personas - take a look at our infographic, report and interactive tool to understand how to create more accurate, innovative customer solutions across product, channel, service and customer experience.
Know your customers better – the infographic
Download our infographic to discover more about the personas, including the youngest - ‘The Valued’ - of which 28% have switched to a more ethical provider.
Customers are demanding that their banks go greener
Our research highlighted that most consumers believe that the financial services industry is not doing enough to protect the environment.
Banks can no longer rely on their customers to be loyal
Half of people have switched banking providers, with some of these doing so multiple times. What should banks be doing in response?
Rethinking banking report: adapt now, or fall behind irretrievably
Our latest report highlights where banks and building societies need to rethink and adapt their customer experience strategies now - from ethical banking to vulnerable customers.
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.
Our latest videos:
Watch the vodcast for insights into current and future challenges - and solutions - for retail banks
Capitalising on volatility in the motor finance market -how can providers achieve sustainable growth?
How we can help: our solutions for retail banking customers
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.
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.
Turning noise into insights with social listening
What is social listening and why is it so important and relevant to today’s organisations?