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For Customer Experience Professionals

Brief: Capital One Gets It Right With Adaptive Path Acquisition

November 21, 2014

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  • By Leah Buley
  • with John Dalton,
  • Sarah Sikowitz,
  • Corey Stearns

Why Read This Brief

Firms that aspire to become customer experience (CX) leaders should pay close attention to the unfolding CX case study at Capital One. Following a busy two years of innovation efforts, Capital One acquired the experience strategy and design agency Adaptive Path in October 2014. The purchase shows that Capital One is training its sights on an often-neglected piece of the CX puzzle: strategy. This report shows CX professionals what benefits Capital One can expect from the acquisition and why we will see more deals like this in the future.

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