Capita - Pan Industry CX Futures Reports
Capita is a consulting, transformation and digital services business. Ultimately, it’s their ambition to create better outcomes for clients and exceptional experiences for people. As a trusted partner, they support customer experience for many of the world’s most recognisable and trusted brands.
Recognising that the world of CX is transforming at a rapid pace, they commissioned The Future Collective to create bespoke futures reports and strategic marketing visions for each of the 12 industry sectors that they specialise in.
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Consumer Insights
Macro Trend Analysis
Global Benchmarking
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Copywriting
Report Design
Brief:
How can Capita position ourselves as thought-leaders and demonstrate radical empathy for consumers’ unmet needs in CX, across all of the sectors we operate in?
Our team of researchers, strategists, copywriters and designers worked in close collaboration with our client to compile and design a series of 12 bespoke futures reports: from telco to travel, media to motor leasing and finance, charities to consumer electronics and retail to utilities.
Focusing on each of the sectors individually, we took a deep dive into the consumer mindsets, motivations and behaviours driving change; identifying their unmet needs and identifying the key opportunities for the future.
Our series of reports is entitled ‘Pathways to CX Progress’ and each one is divided into three chapters: Connect, Support and Transform.
