Enable growth by creating perfect moments

Sustainable transformation means a brighter future for banking. Whether that’s being attentive to preferred channels or driving efficiencies to reduce costs, the focus must be on enhancing every moment for your customers and colleagues.

At Capita, we blend our banking expertise with an innovative, human-centric approach to nurture your people through a proven mix of technology, training and resources, enhancing and transforming processes and customer experience to drive growth.

Take a look at our library of useful resources below - including thought leadership articles, webinars and industry reports - to help you overcome the challenges of today and prepare you for what’s ahead tomorrow.

Financial services must act to identify vulnerable customers early on. Our latest vodcast explores key topics from our report, 'Delivering Service with sincerity to vulnerable customers'.
Our latest research

Spotlight – rethinking banking with the latest customer persona research

Our research of 2,000 bank and building society customers identified 6 new personas - take a look at our infographic, report and interactive tool to understand how to create more accurate, innovative customer solutions across product, channel, service and customer experience.
Know your customers better – the infographic

Download our infographic to discover more about the personas, including the youngest - ‘The Valued’ - of which 28% have switched to a more ethical provider. 

Rethinking banking - interactive tool and persona report

Use our interactive tool and read the report to understand how you can enhance customer experience across each persona.

Customers are demanding that their banks go greener

Our research highlighted that most consumers believe that the financial services industry is not doing enough to protect the environment.

Read more

Banks can no longer rely on their customers to be loyal

Half of people have switched banking providers, with some of these doing so multiple times. What should banks be doing in response?

Read more

Our latest videos:

Watch the vodcast for insights into current and future challenges - and solutions - for retail banks

Capitalising on volatility in the motor finance market -how can providers achieve sustainable growth?

How we can help: our solutions for retail banking customers

Complaints handling

Discover how we can help you to transform customer experience

Insights into customer experience

Ipsos report: What drives great customer experience?

Find out about the CX index which measures how well industries are meeting customer expectations.

Read more

Will customers really pay more for better service?

The UKCSI’s report indicates that the number of customers saying this has increased from 26% to 34% in the last 2 years.

Read more

Turning noise into insights with social listening

What is social listening and why is it so important and relevant to today’s organisations?

Read more

Our related insights



Find out how we can help you to transform customer experience

Scroll Top