Personalising the customer experience

Customer satisfaction is at the heart of our business. In a digital marketplace, Capita’s deep understanding of consumer interactions is more important than ever in creating a successful customer journey. That’s why we’re re-shaping the customer experience using a range of proactive systems in order to better understand customer needs and identify drivers of satisfaction. Above all, we recognise there is no one size fits all solution – if an approach doesn’t exist, we’re committed to finding it.

Personalising the customer experience

Capita is known for designing outstanding customer journeys. However the value we can add to our clients by analysing your customer base and maximising its benefit to the business, goes far deeper. The more personal we can make a journey, the greater the customer experience.

Making it personal

In the quest for personalisation, Capita is able to bring an exclusive advantage to the search - Big Data informed by millions of customer contacts, fielded by skilled agents, and interpreted by advanced technology such as voice analytics. Combining all this data gives an extraordinarily rich, full and ‘human’ picture of your customers.

Our data profiling approaches - developed in-house by our own innovation teams - can distinguish a wide range of customer attributes and behaviours. Customers feel that they are receiving more personalised offers or service, which creates deeper brand loyalty. Of course the added benefit is an increase in your revenue as up-selling and cross-selling opportunities are more easily identified through 'personalising' the journey. 

For clients such as M&S this degree of deep insight has meant boosting Agent NPS scores by 18% and reducing the Contact to Order ratio by more than 30%. For O2, personalisation has helped retain those customers who were ‘likely to churn’ and increase the upsell revenue by more than 40%.

But perhaps most importantly, behind all that smart analysis and technology are astute, empathetic agents who will proactively put it to the best use - for your customer and your organisation.

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