Capita has been named as a customer experience management ‘market leader’ according to Everest Group’s Customer Experience Management (CXM) peak matrix research 2020.

Companies classed as ‘leaders’ by the matrix have demonstrated consistent delivery of CXM services in EMEA through expansion into new regions, verticals and serving various buyer sizes. They also have better client satisfaction scores due to great technological capabilities, ability in implementation and transition management, and proactiveness in their engagements. Furthermore, they offer advanced digital capabilities such as AI, omnichannel and analytics.

Capita’s customer management division is a business process outsourcing and professional services strategic business unit. It provides back office administration and front office customer contact services to private and public sector organisations in the UK, Germany and Ireland, across industries such as telecom, retail and energy.

The assessment reviewed several areas of Capita’s customer management business and its performance including, for example, vision, strategy, portfolio mix and investments. Capita was commended for its strong delivery presence across on shore locations such as the UK and Germany, as well as for its offshore locations such as India and South Africa which allows for their clients diverse shoring needs to be met.

Another significant strength named in the assessment is how Capita positions itself as digital transformation partner with a focus on digital adoption in terms of automation, analytics and agent augmentation tools. As part of this, the report acknowledges Capita’s partnerships with several industry infrastructure partners such as Amazon Web Services, further adding to their digital capabilities.

Other strengths named in the report include the lead Capita is taking in the shift to outcome-based hybrid structures, allowing for an environment of co-innovation. Overall, clients reported they felt Capita’s flexibility, operational excellence and comprehensive approach to problem-solving put them in a strong position to tackle future CX engagements.

Aimie Chapple, Capita's Customer Management Executive Officer, said: “I’m proud that we have been recognised as a market leader in customer experience management in Everest Group’s latest research. The pandemic has triggered rapidly-changing customer behaviour and propensity to adopt digital, which we are well placed to support with our capabilities in areas such as AI, automation and analytics to create better customer experiences.”

Everest Group is a consulting and research firm focused on strategic IT, business services, engineering services, and sourcing. The research features detailed assessments of 21 CXM providers in EMEA, producing the CXM PEAK matrix assessment 2020. Each assessment provides a comprehensive picture of the service provider’s market success, vision and strategy, service focus and capabilities, digital and technological solutions, domain investment and buyer feedback. The assessment is based on Everest Group’s annual RFI process for the calendar year 2020, interactions with leading CXM service providers, client reference checks and ongoing analysis of the CXM services market.

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