Behavioural science

Capita is known for designing outstanding customer journeys. But the value we can add to our clients by analysing your customer behaviours and maximising its benefit to the business goes far deeper.
Man making payment online

Making it more personal for great customer experiences

Fully understanding a customer’s journey is the first step to making that journey better and easier. You need to know how your customers will interact with you when they join, use, leave and complain about you. We consider the journey holistically and help you transform your customers' experiences.

For clients such as M&S, this degree of deep insight has meant boosting Agent Net Promoter 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 the smart analysis and technology, we have astute, empathetic agents who will proactively put it to the best use – for your customer and your organisation.

18%

boost in NPS scores for M&S

40%

increase in upsell for O2

How it works

Our data profiling can distinguish a wide range of customer attributes and behaviours.

Customers feel that they are receiving more personalised offers or service, which creates a richer experience for the customer and deeper brand loyalty. An added benefit is an increase in your revenue, as up-selling and cross-selling opportunities are more easily identified through personalising the journey.

Effort and emotion are crucial in the analytic approach Capita takes. Capturing them exposes not only the ‘instances of anxiety’ for your customers (the stages in their journey that require extra and unnecessary work from them), but also the moments that create genuine satisfaction and delight, and enhance their view of your brand, products and services.

Contact an expert

Our related insights

Online shopping

Customer experience

Businessman using phone in home office

Customer experience

GettyImages-1125030878_800x600.jpg

Customer experience

Read more

How can we help your business progress?

Get in touch

Explore related solutions

01

Customer journey mapping

Using data, insight and research, we're helping our clients to review and improve the customer journey to deliver a better experience.

Learn more
02

Customer experience framework

We're delivering major customer experience transformations for our clients, through our Six Pillar Customer Experience (CX) framework.

Learn more
03

Data and insight

Combining the latest innovation in analytics software with a dedicated insight team, helping our clients use data to enhance operations.

Learn more