Redefining our strategies for CX in challenging times
Customer experience continues to be a top priority for many organisations. Over the next year, companies will build on their successes and learn from the failures. This tool can help you to take a view on how we help a number of different industries. Simply click on an industry and discover how Capita helps to create better outcomes for vulnerable customers. Take a look and learn what's been successful for other industries to see what they're doing to adapt and improve current processes.
Resilience and Growth
As recession looms, clients face the challenge of customers spending more prudently while also expecting better CX and outcomes. Capita can help by delivering expert people, services and solutions that will win trust, build growth and contribute to a sustainable future, within the context of an increasingly flexible working environment.
Resilience & Growth
Expertise Data & Insight
Innovation Future Customer
Empathy ESG/Vulnerability
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How we’ll position
Overarching & common client challenges
Empowering our clients to survive and thrive
We can be there through the cost-of-living crisis and beyond.
The ongoing uncertainty makes life unpredictable for customers – and therefore businesses as well.
In these challenging times, customers expect and need more support.
We need to continue to create rewarding and end-to-end experiences, despite decreasing investment.
Capita can take experience to the next level, winning trust and growing the top and bottom lines – now and into the future.
We need to create a positive culture, one that supports and protects our colleagues, enabling them to deliver great service.
Overarching / common client challenges
Protecting the customer base and reducing churn.
Managing continual disruptions that are difficult to plan for.
Increasing efficiency and reducing cost.
Supply chain disruption and issues.
Recruiting, training and retaining staff.
Legacy systems and infrastructure – investment needed.
Move to subscription models and away from ownership.
Deferred spend, spread payment models, dropping direct debits.
New opportunities created by the current downturn.
Decreased margins so reducing cost to serve.
Harnessing the insights that make a difference
We can assist at a time when data is both more complex and more vital than ever.
How well they can use data will be crucial to a client’s success. Capita can help harness and organise data to create a single view of the customer, predicting behaviours and managing critical life moments, and enabling clients to intervene early with actionable insights and personalised services .
Future-proofing businesses for the challenges to come
We can meet the technological, cultural and social expectations of tomorrow's customer.
To provide exceptional customer engagement, clients must create a multi-channel, digital ecosystem. Capita can help by providing real time insight and cutting-edge technology to create highly personalised, contextual experiences across the customer journey; anticipating the right place at the right time on the customer’s preferred channel and mapping onto future customer behaviour.
Managing the challenges of cost vs conscience
We can support at a time when customers are examining ethical priorities.
Vulnerability has become increasingly complex, often transient and making societal good seem like more of a long-term challenge. Capita can help by giving customers an experience that is empathic and drives a strong emotional connection to the brand’s principles, along with giving employees the tools that supports their well-being.
WORK IN PROGRESS
MF&L
Socio-economic changes have placed more consumers in debt and unable to pay their bills, placing greater pressure on collections and debt management teams than ever before. The motor finance industry may not be prepared for the volume of collections and recoveries that they may need to make if they don't act now to support their customers as consumers make choices between necessities and luxuries. OEMs and finance providers need to manage increasing volatility and change in the light of lower consumer spending and drivers rethinking the use of their cars and ownership versus leasing options. Capita can help clients with the increase in the use of and commercialisation of data as they explore new opportunities such as diverse fuel options leading to sustainable options. Our expertise 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 as you prepare to support customers and employees throughout the cost-of-living crisis journey. 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 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. Find out how we can help
Speak to an expert Industry page Motorists’ needs are changing and so must motor finance Capitalising on volatility in the motor finance market
Pensions
The pensions industry is in a state of flux, driven by new legislation, a volatile political, economic and investment climate and changing workforce lifecycles. Clients and members need more support through a strong product portfolio based on consulting services at a strategic, investment and operational governance level. Capita can help with Data led solutions, scalable and secure tech and solutions to meet clients Pensions Dashboards needs. Data & Insight Data is central to the success of well-run pension schemes and their strategic plans and goals. Reliable data underpins all areas of pensions and without good data, schemes waste time and money, increase risks of errors and often provide their members with a below par service. The need for accurate data is more critical with the introduction of Pensions Dashboards and ESG. Both the pensions industry and the government are pushing for improved data integrity, governance and controls. Future Customer Members of all ages are now comfortable interacting online and expect the same experience from their pension provider as with faster-paced, industries such as retail and mobile banking. They want easy access to their pension information with personalised insight. The demand to self-serve is increasing leading to a reduced need for human interaction when it comes to administering pensions. There is a clear opportunity for providers to start engaging with their customers digitally about the different options available to them and re-engage with disengaged members (AI and metaverse opportunities). ESG/Vulnerability Sustainability is rating highly on the priority list due to a mix of changing law, regulatory guidance and the growing demands of both the pension scheme members to understand where their money is invested, and wider stakeholders. A new taskforce has been brought in to support pension scheme trustees and the wider pensions industry with some of the challenges around managing social factors, including the identification of reliable data and metrics. The pensions industry is in both a position of vulnerability and authority, highly exposed to the risks of an unsustainable future and in a strong place to influence more sustainable outcomes. Embedding ESG factors into the investment process of a pension scheme is increasingly common, and essential, for effective risk management, innovation and return on investment.
We can be there through the cost-of-living crisis and beyond. As recession looms, clients face the challenge of customers spending more prudently while also expecting better CX and outcomes. Capita can help by delivering expert people, services and solutions that will win trust, build growth and contribute to a sustainable future, within the context of an increasingly flexible working environment.
We can meet the technological, cultural and social expectations of tomorrow's customer. To provide exceptional customer engagement, clients must create a multi-channel, digital ecosystem. Capita can help by providing real time insight and cutting-edge technology to create highly personalised, contextual experiences across the customer journey; anticipating the right place at the right time on the customer’s preferred channel and mapping onto future customer behaviour.
We can assist at a time when data is both more complex and more vital than ever. How well they can use data will be crucial to a client’s success. Capita can help harness and organise data to create a single view of the customer, predicting behaviours and managing critical life moments, and enabling clients to intervene early with actionable insights and personalised services.
We can support at a time when customers are examining ethical priorities. Vulnerability has become increasingly complex, often transient and making societal good seem like more of a long-term challenge. Capita can help by giving customers an experience that is empathic and drives a strong emotional connection to the brand’s principles, along with giving employees the tools that supports their well-being.
Strategy on a page
Marketing > Sales
Related CVPs
Mortgages
Organisations are bearing the impact of customers facing financial challenges due to the cost-of-living crisis and deepening financial difficulties. This impacts not just existing borrowers and the additional support customers need now, but lenders need to ensure that measures are in place to allow for new lending especially for first-time buyers. Capita can help Lenders with delivering convenient channels, predictive analytics, Open Banking and artificial intelligence to support their customer through difficult times - re-thinking the homebuying journey and acting responsibly by placing the customer of the heart of lending journeys. Our expertise As trusted partners to the mortgage industry we believe in building lasting relationships with clients that can grow and change as your business and needs evolve. Our consultants benchmark mortgage operations and business models against the best practices, tools, technologies and people skills of the future. We have a comprehensive portfolio of people, products and services for every step of the home buying journey. From origination software to servicing, we have the scale, experience, resources, skills and technology to help our clients and their customers during some of their most important life moments. With over 35 years’ experience in the lending and financial services industry, and a passion for customer experience, we help clients navigate the unique challenges of a complex and intensely regulated industry. That’s why so many of them trust us as their partner to transform and support customers and employees throughout the cost of living crisis journey. Find out how we can help
Speak to an expert Industry page Green mortgages bring energy savings How tech in the mortgage space can improve customer experience Three key challenges mortgage lenders are facing – and how to tackle them
Telco
Customers are reviewing their combined spending on fixed line, mobile, broadband and TV Packages in light of declining income. Embedding empathy into all forms of customer contact becomes critical as vulnerability continues to rise. The increase in remote working has increased data usage in both broadband and mobile phones. Data & Insight Evolving data and the associated data handling requirements to reach a single authentic view is high on the agenda. Tracing gone aways, identifying deceased customers, handling home movers, or those that have cancelled services is becoming priority as service providers come under increasing regulatory pressures from OFCOM. Clients are further challenged with getting insights from data, including understanding missed payments, customers propensity to churn, suitability for different products. OFCOM state firms need to do more to support their customers through the cost-of-living crisis need to understand who has a special circumstance, what category they fall into, and adapt their Collections strategies accordingly. Future Customer Service providers are exposed by the inability of legacy technology to support new demands of generation alpha, whose data consumption and expectations on service are expected to be higher than other generations before them. Driven by the need for changes in how subscriptions are packaged, bundled, and sold has also intensified the need to gain more insights from the crush of data from Telecoms consumers. Modern consumer’s desire for speed, immediacy, flexibility and control means clients need to diversify their product offerings, improve their operating models, and secure growth in new customer groups, offering more specialist knowledge. ESG/Vulnerability The recent regulatory guidance from OFCOM demonstrates the growing demand to take care of customers that may fall into in special circumstances. OFCOM are pushing for service providers to manage Network Security, address fraud, and to look out for social factors that impact customer satisfaction such as employee diversity & engagement, community relations and labour standards and gender diversity. Digital inclusion and child protection is growing and Data and insights in combination with our AI and Digital human solutions will be pivotal to the future progress
TMT
Customers are reviewing their combined spending on fixed line, mobile, broadband and TV Packages in light of declining income, while the increase in remote working has increased data usage in both broadband and mobile phones. Urgent transformation in the media industry is needed with the acceleration of the long-running decline in print and a marked shift to online content consumption — especially news, learning and educational content, the pressure generated from shifting consumer behaviour, disruptive technology and vigorous competition continues. At Capita we can help businesses to adopt a resilient and agile approach, acting rapidly on early insights to support customers as early as possible, improve customer experience and trust and reduce churn. Our expertise The changing macro-economic climate, rising energy prices and tightening consumer budgets, means communications service providers (CSPs) are having more difficult conversations with their vulnerable customers. Despite Telecoms adopting support measures, many people are still unsure about their ability to cope financially, and this has turned the spotlight onto how organisations are treating their customers, the most vulnerable in particular. As telecoms, media and technology (TMT) companies move from being providers of technology to having a more meaningful purpose in people’s lives, we know the focus is on building richer, more rewarding customer relationships which is how we help navigate the unique and evolving challenges of a complex and regulated industry. That’s why so many TMT companies partner with us to transform customers’ experiences. Based on these strategic partnerships, we’ve put together a selection of insights and reports which consider how organisations can become more resilient and efficient, taking care of their customers one at a time to keep them connected, protected and satisfied. Find out how we can help
Speak to an expert Industry page The leadership of kindness: six empathic tactics for telecoms collections teams Are you ready to support your telecoms agents as customers become less forgiving? Vulnerability hub
Retail
As the cost-of-living crisis bites, consumers are reprioritising spending, trading down to cheaper alternatives, delaying big purchases and shopping little and often across multiple retailers. Organisations are battling rising operating costs, ongoing supply chain disruption and narrowing profit margins as consumers demand a more hybrid experience. Capita can help with their increasing need for agile business models with seamless CX journeys to establish human relationships that build loyalty and help them survive during these challenging times. Our expertise At Capita, we’re experts in creating seamless retail experiences. We look at the big picture, to make every small moment count. We're helping the retail industry meet increasing consumer expectations with services which improve both online and in-store performance. The retail industry can often be the first to be hit in a downturn. During these challenging times of escalating inflation, slower growth and increasing financial turmoil - many households are tightening their belts. As profits decline, the challenge for businesses to adapt to increased customer expectations around seamless customer experiences grows. However, Retailers have the opportunity to evolve their operating models and payment options, refine the hybrid customer experience and most of all, do the right thing for their customers. Find out how we can help
Speak to an expert Industry page Retail services Retail Trend Report Rethinking Retail Report Taking back control moving clicks to bricks
Energy
The industry has been in turmoil for nearly two years with over 30 energy suppliers going out of business and existing ones taking on new customers. With a lack of diversity of tariffs in the market, the end of the era of “cheap energy “and high inflation has seen a massive increase in vulnerable customers, while experiencing regulatory pressures to do the “right thing”. At Capita we can help businesses to adopt a resilient and agile approach, acting rapidly on early insights to support customers as early as possible, improve customer experience and trust and reduce churn. Our expertise Energy companies face many challenges including increasing demand from consumers who expect a seamless customer experience. We help our clients to treat customers with empathy and a personalised approach, particularly as energy companies face a spike in transient vulnerability. Our data analytics expertise powers our understanding of customer behaviours to identify those customers at risk that would not be normally classified "in the vulnerability bracket“. Embracing technology is vital to understand how vulnerability changes from customer to customer and how to adapt accordingly. To learn how we can help you better recognise, record and respond to all customer vulnerabilities, see some of our useful resources below. Find out how we can help
Speak to an expert Industry page Strengthening utilities with empowered customers Vulnerability hub
Water
The cost-of-living crisis coupled with the worst drought the UK has experienced in decades, is challenging water companies and households to re-consider how they manage resources more carefully and efficiently. Consumers are urged to reduce usage in a bid to conserve water. Customers in the water sector don’t necessarily have the choice of suppliers or tariffs and they lag behind other industries in supporting vulnerable customers. Capita can help maintain a flexible approach to engagement with customers not only ensuring that both digital and human channels are rapidly available but help business to act early to improve customer experience. Our expertise At Capita, we're championing the transformation of the utilities industry, enabling a culture of energy creation and saving water. We consider what lies ahead for organisations as they respond to rising consumer expectations and the need to significantly reduce emissions to achieve net zero. Population growth and climate change mean growing pressure for water companies - not only to improve the resilience of systems and services to customers, but to address evolving challenges such as water scarcity and environmental quality in a landscape of rising customer expectations. However, this creates new opportunities to innovate to deliver services and new capabilities to provide an agile customer-centred approach and to utilise data intelligently to meet customer demands and expectations. We’re helping utility clients achieve the digital agility, automation, data intelligence and customer excellence that drive customer satisfaction and loyalty. Find out how we can help
Speak to an expert Industry page Industry insight report Research: Testing the UK's views on water usage and metering Vulnerability hub Changing customer services from ‘Who are you?’ to ‘How are you?’
Travel & Leisure
Since Covid-19 restrictions in 2021, demand for travel and leisure has soared but recovery has been un-steady. Strained operational capacity, recruitment and staffing difficulties, industrial action and escalating costs are all causing disruption and affecting service, creating negative experiences. Capita can help organisations to build business models that enable seamless customer journeys that can adapt to changing customer expectations, cope with continued disruptions, and maximize the impact of the employee and customer experience. Our expertise At the heart of the travel and hospitality industry is great customer experience. We help our clients to strike a balance between the demands of the present and those of the future in a world of constant disruption. Our data analytics expertise powers our understanding of customer behaviours, pinch points and unmet needs. Leveraging this insight alongside our artificial intelligence (AI) capability helps you to put people, processes, and proactive projects in place to exceed customer expectations so that you’re the first brand customers think of, whether they’re looking to join a gym, see the latest movie or book a holiday abroad. We’ve put together a selection of useful insights to help travel and leisure operators enhance customer experience – take a look at the resources below. Find out how we can help
Speak to an expert Industry page Travel trend report
Charities
The charity sector has seen demand for their services increase dramatically against a significant decline in donations and funding. Hit hard during the pandemic, with funding activities stopped, strained volunteering capacity and lack of new recruitment. The employee experience is not compelling. Weakened by the pandemic and straight into the cost-of-living crisis, Charities are already seeing a 10% decline in the number of people making regular donations. Charities can no longer rely on good will and the cause but must invest in CX as a differentiator. Capita can help Charities to make it easier for people to donate leading to greater retention of donors and income. Data & Insight Today’s donor is demanding more of an experience from charities. Our clients need to gather insight and data on all touch points, from initial awareness, to sign-up, to their monthly contributions, complaints or other adhoc engagements, and in some instances even their death and beyond. Capita can help with better understanding of their data and assessing each interaction to enhance the experience for donors and maximise revenue. Future Customer Our clients' donors are demanding more from our clients in terms of experience, they are comparing donation experiences with other experiences and the gap is huge. Demand for services is increasing at an alarming rate. Charities need to create compelling multichannel experiences to protect income. There is an Opportunity to lead the way with the circular economy and the pre used market growth. Capita can help Charities look at their online offering rather than traditional bricks and mortar retail. ESG/Vulnerability Growing concern about the charity industry's detrimental effects on ESG with many tonnes of charity donations not being deemed fit for re-sale and ending up in landfill and our oceans. The current economic backdrop and the growth in the circular economy also provides an opportunity for the charity sector to create new experiences and new retail models for it’s customers to purchase its products in a more environmentally friendly way.
Consumer Electronics
Ongoing and tremendous hurdles from increased demand and component shortages to workforce issues. With relatively small margins and consumers upgrading less frequently, consumer electronics brands are looking at different routes to market, with many braving the DTC model, to protect margin and own the whole customer experience. The Cost-of-living crisis means customers are deferring high-ticket purchases, while those who do buy are seeking reassurance through additional research. Capita can help Retailers and brands focus on developing strong emotional connections with customers, demystifying difficult product information, and providing inspirational and interactive experiences across digital and physical channels, with a human touch. Data & Insight Our clients are trying to take control of the end-to-end customer journey rather than the pre-sales and sales journey that has been managed by the traditional retailers. They are driving towards a Direct-to-Consumer approach which will ensure they are in control, increase margins and improve post purchase experience. With the post-purchase experience becoming as important as the first stage of the buying journey, progressive brands are providing virtual workshops, online tutorials, masterclasses and content hubs to deliver guidance and education in an engaging way. Future Customer Technological advancements and inclination towards smart devices are likely to fuel the consumer electronics market growth. Reduced tech gap leading to reduced changing cycles, suppliers could move to subscriptions services. DTC model will require our clients to focus on end-to-end journey, with particular focus on post purchase to reduce warranty and engineer visits (protect margin) and drive loyalty and future cross sell opportunities. ESG/Vulnerability The expansion of payment choices has been gathering pace, but now with warnings about debt traps and the need for protection of the vulnerable rising, the landscape is changing. Looking to the future, brands must pay far greater attention to the ethics of schemes, maximising transparency and helping consumers to make informed decisions. ‘Subscription 2.0’ offers a more flexible and sustainable solution amid increasing living costs. For the consumer electronics sector with its narrowing product feature gap, it provides an opportunity to maintain the trade up cycle, as well as presenting rich add-on opportunities. There is Increasing pressure for brands to be more transparent on what products cost to run and an opportunity to create a circular model for warranty returns, ensuring products are saved from landfill and offered at a more affordable price.
Retail Banking
The cost of credit is rising making lending increasingly difficult for customers with increased risk of debt default, while the demand for resources to meet customers evolving expectation is increasing. Additionally, with increasing regulation, organisations must recognise their responsibility to act upon new Consumer Duty in the way they operate and engage with clients. Our expertise 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 as you prepare to support customers and employees throughout the cost of living crisis journey. 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 useful resources below - including thought leadership articles, webinars and industry reports bringing you insight and ideas on the key challenges of today and preparingyou for what’s ahead tomorrow. Find out how we can help
Speak to an expert Industry page Retail banking services Customers need an empathic collections industry now more than ever Customer experience and the Consumer Duty – are you ready? Banks can still do more to help customers reach the right people
