Transform services sustainably by understanding those life moments that matter
You’re involved in some of the most pivotal moments in your customers’ lives – from helping them to work from home, talk to loved ones, browse the internet, purchase a new phone or, in the current climate, supporting them during financial difficulty. They’re all moments that really matter. So how can you make them perfect?
As telecoms, media and technology (TMT) companies move from being providers of technology to having a more meaningful purpose in people’s lives, we know the focus is on building richer, more rewarding customer relationships which is how we help navigate the unique and evolving challenges of a complex and regulated industry. That’s why so many TMT companies partner with us to transform customers’ experiences.
Based on these strategic partnerships, we’ve put together a selection of insights and reports which consider how organisations can become more resilient and efficient, taking care of their customers one at a time to keep them connected, protected and satisfied.
In numbers: Capita and the telecoms, media & technology industry
savings over 10 year contract term for a major UK telco
Our latest research
The issues telco and media providers must address to cut the digital divide
Webinar replays for telecoms, media and technology operators
Virtual roundtable replay
Make way for the metaverse; planning for the new CX universe
Virtual roundtable replay
Supporting vulnerable customers whilst balancing commercial demands
In the context of a changing macro-economic climate, rising energy prices and tightening consumer budgets, communications service providers (CSPs) are having more difficult conversations with their vulnerable customers when it comes to collections.
Organisations must navigate this complicated landscape with empathy: getting the balance right - between driving meaningful business, brand protection, achieving better customer outcomes and building customer loyalty - is a key differentiator.
We partnered with Total Telecom to host a virtual roundtable which explores how organisations can provide ease, empathy, and innovation in the collections process.
We understand the fragile bond between telecommunications, media and technology (TMT) companies and their customers because we’ve experienced it first-hand, delivering customer services via our expert agents whilst continuing to enhance experience with the innovative technology of tomorrow.
From introducing automation at scale, to applying our powerful data and analytics tools to help you understand and predict behaviour, our consulting-led digital solutions are transforming our telecoms clients’ businesses from the inside out.