British Airways x Capita
– Future Back Workshop
Like so many of their competitors, British Airways have suffered major disruption in recent years due to the pandemic and shifting consumer lifestyles and working behaviours.
The forward-thinking team at British Airways are well aware that we are transitioning to a new customer journey across multiple touchpoints. Our brief was to think beyond their immediate business challenges and imagine how we can bring back the magic of travel.
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Strategic Workshop
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Macro Trend Analysis
Global Travel & Leisure Retail Trends
Challenge
Looking 5-10 years ahead, how can we think beyond the present and put strategy into practice for tomorrow’s opportunities?
Working in close collaboration with our clients at Capita, we developed a bespoke workshop named FutureBack.
FutureBack is a Capita Experience platform for generating meaningful and actionable Customer Experience strategy.
Our objective was to visualise the future customer and colleague experience to identify new opportunities.
Following a deep-dive into the trends and challenges facing the travel and leisure industry we compiled a trend briefing designed to spark inspiration and debate amongst the team. Sharing the global macro drivers and global benchmarks that are likely to shape the customer and colleague experience in the travel and leisure industry in the next 5-10 years.
Harnessing Capita’s technologies we visualised the future customer and colleague journey in real-time, developing an initial experience map of what customers and colleagues may do, think and feel.
By co-creating and visualising our collective thinking in this way, we were able to identify gaps and prioritise opportunities to develop in the future.
Transforming Travel & Leisure
To support this project, we compiled a bespoke report focused on the future of the Travel and Leisure industry. Exploring the key trends and transitions influencing the sector and highlighting benchmarks and best practice.
