Read the full case study

See how the Innovations Team has transformed the role of insight, at pace, with ground-breaking twitter analytics within six months and the new Customer Service Alexa skill for three clients in just 60 days.

This team at Capita is encouraged to be creative, technology focussed and outcome-led. An AI engine analyses real-time twitter conversations, which has been game changing for both client engagement and the way they work as an organisation. Everyone’s interested in what customers are saying, live or in peak periods like Black Friday, and to compare this with competitors. As a result, the analysts are no longer in the back room, but at the forefront. Drawn from a pool of experienced analysts, away from business as usual (BAU) and with a view across all clients, the new team has the freedom and capability to be independent, challenging and disruptive. Crucially, they’ve made the case to experiment outside regular IT constraints and, with a small budget for data & cloud-based tools, they are able to deliver new tools in a matter of months.

The ability to analyse unsolicited customer feedback in real-time, and drill down to an individual tweet, presents a wealth of rich, actionable insight. Now consider that you can compare yourself directly against your closest competitors and you’ve got a real advantage. Alan Linter, Director of Innovation

Key Results

• Socia-Live delivered within 6 months, proving a game changer for client engagement
• 35% response rate for proactive Twitter contact targeted at competitors’ dissatisfied customers
• Customer Service Alexa skill rolled out to three high profile clients within 60 days

First Published in the 2019 Best Practice Guide