Delivering exceptional experiences in a world of disruption

At the heart of the travel and hospitality industry is great customer experience.  We help our clients to strike a balance between the demands of the present and those of the future in a world of constant disruption.

Our data analytics expertise powers our understanding of customer behaviours, pinch points and unmet needs. Leveraging this insight alongside our artificial intelligence (AI) capability helps you to put people, processes, and proactive projects in place to exceed customer expectations so that you’re the first brand customers think of, whether they’re looking to join a gym, see the latest movie or book a holiday abroad. 

We’ve put together a selection of useful insights to help travel and leisure operators enhance customer experience – take a look at the resources below.

Spotlight

Capita-Trend-T&L_Report-INTERACTIVE

Trend report: Transforming travel and leisure

Our report explores the key trends shaping the global travel and leisure sector and considers how brands can focus on customer experience to reignite a sense of joy and future-proof businesses.
 
Post-pandemic recovery has been challenging, with innovative and robust service strategies required in the face of ongoing disruption and evolving consumer needs.
 
As consumers continue to increase their digital adoption, seek humanised experiences and a greater level of expertise, whilst also being guided by ethical and sustainable values, we consider how the most progressive brands are fostering closer, more supportive relationships driven by exceptional CX.

Download the report

Featured highlights

Turning noise into insights with social listening

With so much being said on social media each day across many channels, it’s difficult to separate what’s meaningful from the noise. We consider how social listening makes this possible.

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Will customers really pay more for better customer service?

The UKSCI’s most recent report on customer satisfaction suggests that a growing number of customers are prepared to pay more for improved service.

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Our solutions

How we help travel and leisure operators

Customer experience

Customer experience

We apply our deep heritage in customer experience and multi-industry expertise with innovation so your customers feel great about every touchpoint with you.

Data & analytics

Data & analytics

We leverage existing and new data sources to provide real time analytics so you can better understand customer behaviour and journey pain points.

Complaints handling

Complaints handling

We provide best in class complaints handling and consulting, applying the latest technology with a focus on customer outcome and experience.

Payment & fraud solutions

Payment & fraud solutions

Pay360 by Capita’s payment solutions enable organisations to take payments quickly and compliantly whilst managing fraud and income.

Assisted conversations

Assisted conversations

Our AI-driven technology analyses conversations and automatically helps agents to identify the best solutions to customers’ queries.

Automation

Automation

We're helping our clients achieve better customerAchieve better customer experience with our automation technologies, reducing your cost to serve and improving operational performance. experience through our range of automation technologies, reducing cost to serve and improving operational performance.

Augmented advisor

Augmented advisor

From speech analytics and virtual assistance, to visual intelligent voice routing (IVR), our innovative applications are empowering agents to deliver even better experiences.

Consulting

Consulting

Our industry and process experts don’t just advise - they build, implement and operate effective digital solutions, taking ideas from innovation to delivery.

Speak to our travel and leisure experts

Our latest thinking

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Speak to our travel and leisure experts

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