Capita - Pan Industry CX Futures Reports
Capita is a leader in consulting, transformation, and digital services, dedicated to delivering exceptional experiences and better outcomes for clients. As a trusted partner to some of the world’s most recognisable brands, Capita understands that the customer experience (CX) landscape is evolving rapidly. To stay ahead, they partnered with The Future Collective to create forward-looking reports and strategic marketing visions for each of their 12 specialist industry sectors.
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Consumer Insights
Macro Trend Analysis
Global Benchmarking
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Copywriting
Report Design
Challenge
How can Capita position itself as a thought-leader and demonstrate radical empathy for consumers’ unmet needs in CX, across all of the sectors we operate in?
We collaborated with Capita to produce Pathways to CX Progress - a series of 12 bespoke futures reports tailored to their key industries, including telco, travel, finance, media, retail and more.
Each report delves deeply into the evolving mindsets, behaviours and motivations of consumers within a specific sector. By uncovering unmet needs and highlighting emerging opportunities, we provided Capita with actionable insights to shape the future of CX for their clients.
Structured into three transformative chapters - Connect, Support, and Transform - the reports not only identify current challenges but also chart a clear pathway for progress, enabling Capita to drive meaningful change across their clients’ industries.
Impact
The Pathways to CX Progress series positions Capita as a thought leader and catalyst for transformation in CX. By blending research, strategy and creativity, the reports equip Capita to help their clients reimagine the customer journey and meet the demands of tomorrow’s consumers with empathy and innovation.
