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Capita - Digital CX Services

Vendor Analysis

by Ivan Kotzev

published on Sep 10, 2018

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Report Overview:

This NelsonHall vendor assessment analyzes Capita's offerings and capabilities in Digital CX Services.

Who is this Report for:

NelsonHall’s Digital Customer Experience Services on Capita is a comprehensive assessment of Capita’s offerings and capabilities designed for:

  • Sourcing managers monitoring the capabilities of existing suppliers of CXS and identifying vendor suitability for CXS RFPs
  • Vendor marketing, sales, and business managers looking to benchmark themselves against their peers
  • Financial analysts and investors specializing in the support services sector.

Scope of this Report:

The report provides a comprehensive and objective analysis of Capita digital customer experience services offerings and capabilities, and market and financial strengths, including:

  • Identification of the company’s strategy, emphasis, and new developments
  • Analysis of the company’s strengths, weaknesses, and outlook
  • Revenue estimates
  • Analysis of the profile of the company’s customer base including the company’s targeting strategy and examples of current contracts
  • Analysis of the company’s offerings and key service components
  • Analysis of the company’s delivery organization including the location of delivery sites.

Key Findings & Highlights:

At the end of 2017, the company had a new CEO Jonathan Lewis and adopted a three-year turnaround plan under the banner “Simplify, Strengthen, Succeed.” Under the plan, it simplified its organizational structure with five core divisions including Customer Management Services.

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