Navigating a new era of smart retailing

Retail is in an age of transformation where staying ahead demands vision and clarity.

At Capita, we’re experts in creating seamless retail experiences. We look at the big picture, to make every small moment count. We're helping the retail industry meet increasing consumer expectations with services which improve online and in-store performance.

Capita keeps your business in front.

100m

conversations handled every year through our range of managed contact centres

19%

improvement in online conversion rate with predictive analytics

Featured highlights

We’ve put together these insightful articles which look at how the landscape is evolving for the retail industry:

Many not-so-happy returns

We look at how retailers can reduce the cost, waste, and environmental impact of returns with a combination of new thinking and new technology.

Read more

The hybrid high street

Bricks and mortar retailers are reinventing themselves – competing with and complementing the online option, and even stealing a march on it.

Read more

Spotlight

Retail

Our retail trend report explores new consumer expectations and considers how retailers can invent and reinvent themselves as they problem-solve and innovate.

The pandemic has prompted a generational transformation in retail with a migration to digital - for the first time ever, 50% of customer experiences recorded in the UK Customer Satisfaction Index (UKCSI) were digital, as even the most reticent online shoppers embraced this channel.

As the relationship between customers and retailers becomes more remote, the most progressive retailers are harnessing the latest digital technologies to deliver world-class service. Examining each step of the customer journey in turn, download the report to access:

  • a valuable sourcebook of clear, actionable insights, ideas and inspiration for you to apply in your own business
  • a spotlight on brands and retailers who are already taking steps to exceed new expectations
Download the report

Our expertise

At Capita, we create seamless retail experiences. We look at the big picture, to make every small moment count, strengthening businesses so they can adapt as markets and customer demand continue to change.

Our expertise in analytics and insight powers our understanding of your customers’ behaviours, pinch points and unmet needs. Leveraging this insight helps you to put people, processes, and proactive projects in place to exceed customer expectations and keep your business both front-of-mind and ahead of the game.

Find out more

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