In a noisy digital marketplace, savvy customers can easily and quickly shop around to get the best deals, which makes brand loyalty and revenues from renewals increasingly hard to achieve.
Building relationships with customers is key, and the best relationships are built on deep knowledge and understanding.
Our digital technology and analytics mean we can not just keep your customers happy, but we can predict customer behaviours. By gathering insights from customer interactions, we can foresee trends that may impact customer wants, needs or pain points.
We can help you build a proactive retention strategy that determines the next best action for each customer profile – even before a customer is considering their next course of action. By personalising offers, creating tailored packages and demonstrating value to customers, it improves brand advocacy, increases the likelihood of a customer to renew, and provides opportunities to up and cross sell.
And our agents are specialists in customer retentions and sales, so can handle these interactions for you – maximising renewals and reducing the cost per renewal.
achieved in excess of the revenue sales targets for a major mobile phone provider
increase in the average tariff value
sales conversations held every year
Capita shares their expertise on how financial services, TMT, retail, and utilities are addressing 2026’s CX challenges and opportunities.
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In 2026, CX in the UK, Ireland, and Europe blends AI, personalisation, and trust, balancing automation with human empathy and meeting sector-specific needs.
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