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.

Key statistics


Conversations handled every year through our range of managed contact centres


Improvement in online conversion rate with predictive analytics

Featured highlights

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.

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Serving FC Bayern Munich’s fanbase

We’ve been responsible for the German club's customer services since 2017, helping towards a customer satisfaction rating of over 90%.

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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.

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Retailers can avoid dark times on Black Friday

Against the current cost-of-living crisis, we look at how retailers seeking success on Black Friday will need to be more strategic than ever.

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Rethinking retail. How can our sector best respond to changing consumer attitudes?

Events of the past few years and the onset of the cost-of-living crisis have changed expectations of customer experience, technology and the environmental impact of purchases, as well as how, and where, we shop across all sectors – from groceries to greeting cards.

We’ve commissioned an in-depth study of 3,000 UK shoppers which benchmarks consumers' attitudes and behaviour. In the report you’ll discover:

  • how the recent events have affected the UK’s shopping behaviour
  • which technologies should retailers factor in when designing shopper experiences
  • what matters most to different generations of shoppers when it comes to responsible retailing
  • how customer attitudes towards the industry have changed

Our expertise

Retail services

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 to help you to put people, processes, and proactive projects in place to exceed customer expectations and support your success.

Retail services



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