Our paper considers the importance of balancing customer-company effort for retention: every interaction must be easy so customers are more likely to return.

Our retail trend report explores new consumer expectations and considers how retailers can respond with speed and agility, to invent and reinvent themselves as they problem-solve and innovate.

We're helping the retail industry meet increasing consumer expectations with services which improve online and in-store performance.

We’re helping banks and building societies to drive growth by delivering positive customer experiences through expert customer service agents, services which include those regulated by the FCA, and intelligent technologies.

At last week’s UK National Contact Centre Awards ceremony, there was success for two of Capita businesses.

Our customer service innovation team is solving industry-specific problems through technology, analytics and process design.

Capita has today announced the launch of its new assisted customer conversations solution that gives instant prompts and help to customer service advisors by analysing the customer’s voice using AI and in real time.

Capita today announces it has signed a customer service contract renewal with the RSPCA for a further eight years. The contract, which builds on a 17-year partnership, will transform the way in which members of the public contact the RSPCA to report animal welfare concerns.

February saw the first of three scheduled ‘innovation open days’ in 2019. Guests from up and down the country attended, representing many of the UK’s top brands, from multiple industry sectors.

In collaboration with ŠKODA UK, Capita Customer Management has delivered the ŠKODA Live Tour – an innovative new online technique that marries traditional customer service with smart technology enabling the car manufacturer to stream their showroom directly to potential customers, to their smartphone, tablet or computer.