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Data and analytics

Optimising your data. Helping you make effective and efficient decisions. Using innovation for continuous improvement. Capitalising on your business intelligence.

Using our expertise and innovation in data analytics we'll help you create actionable insight from your data enabling you to make effective decisions that benefit your business, your customers and the citizens and communities that you engage with.

Data analytics and insight has helped many of our clients transform the way they do things – across sectors from retail to defence, banking to emergency services, local and national public services, to telecommunications. We help some clients to develop their own analytics capabilities and for others we provide data analytics as a service.

Take a look at the data and analytics insights from our experts below to find out more. 

How will data and analytics change your customers' journeys?

Take a look at our full infographic to discover more.

Capita data and analytics graphic chunk

Are councils sitting on a goldmine of untapped data?

Chris Melia, head of digital customer experience at Capita, discusses the growing expectation in local government to modernise public administration with the Local Government Chronicle.

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A good digital strategy starts with citizens' trust

‘Digital’ means many things to many people. Anthony Singleton, managing director at Capita One, talks to LGC about the prominent issue when discussing a digital strategy. 

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Is it finally the right time to fully embrace speech analytics?

Analytics is the glue making automation strategies intelligent

Capita's Matt Stagg

Fusing data to fight crime

Speech analytics has become fairly commonplace in contact centres over the years. But recent developments in its capability and analytical potential could mean it will prove pivotal in delivering a better, more coherent, customer experience. Hear more from Capita's David Cousins. 

Different organisations are at different stages on their automation journeys, but the direction of travel is consistent towards greater scale, intelligence and more strategic value to the business. Our guest contributor, TechMarketView’s Marc Hardwick, discusses the key to successful automation.

Nowadays, everyone wants to be able to do more with less. But how? Increasingly, this is becoming a vital question for Blue Light services. And, not only do they need to answer this question, but they need to excel in their response. Hear more from Barrachd's lead intelligence consultant, Matt Stagg.

Voice analytics gives our clients a full, ‘human’ picture of customers to deliver exceptional customer service

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What’s the future of customer segmentation?

The huge amounts of customer data now available has transformed segmentation into not just who you are, but also what you buy and how you behave. Capita’s head of data and customer insight, Alan Merlehan looks at data and the future of customer segmentation.

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Choose your own data strategy - why data trends are not always the right thing to follow

In today’s increasingly data-driven world, organisations are facing growing pressure to adopt strategies around data, machine learning and AI, keep abreast of latest technology and demonstrate that their data is contributing to growth and profitability. Hear more from Doug Brown, chief data scientist at Capita Employee Solutions.

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AI: Is it the 4th industrial revolution?

Using AI is a journey. And the journey to AI starts with ‘the basics’ of identifying and understanding the data. Where does it reside? How can we access it? Strong information architecture is the first step on the AI ladder. By Alan Crameri, CTO, Barrachd.

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The 4 things that drive customers mad

Andy Moorhouse, director of insight and analytics at Blue Sky, discusses how conversation data can reveal what makes your customers want to leave. Could there be ‘Four Horsemen of the Customer Service Apocalypse’, consistent sequences in call handler behaviour that predict customer ‘divorce’ (or at least extreme dissatisfaction)?

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In education being data literate is not optional

Looking at an iPad

Data first, AI second

It’s my data and I’ll deal if I want to

Data analytics in education is not just about efficiencies, it has the power to improve outcomes and ensure every child achieves their potential. Graham Cooper, head of education at Capita Education Software Solutions, discusses how we can use data and technology to drive improvement.

AI can be the answer to many business challenges – but is, ultimately, worthless without the right data. With the heightened awareness of the ‘power of data’, combined with complex algorithms, Anish Shah, head of automation CoE, outlines a genre of conversations he is having with clients.

The landscape of data ownership is starting to shift. Regulations are making it more complex for organisations to gather and hoard; customers are learning their data has a value and are beginning to bargain. Capita Customer Management's innovation director, Alan Linter, wonders where it could lead.

Can analytics help fight social isolation?

Talking data and analytics in healthcare: An interview with Adrian Woolmore, Capita Transformation. As health market lead of our transformation business, Adrian and his team are working to reduce social isolation in the UK. We spoke to him about the potential to use predictive analytics to help tackle the issue.

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