Developed over the past year this flagship research brings together cross-sector insight from leaders navigating the realities of AI-driven transformation to understand what the future of service may look like by 2030.

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By embedding their teams and integrating processes to the powerful capabilities of the Kraken platform, Capita ensured that customer service levels remained consistently high.

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A seamless and dependable customer experience during the holiday peak period is critical to protecting brand loyalty and revenue.

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At Capita Experience, we've learned that when we truly listen to local teams, we don't just improve metrics; we improve how it feels to be a customer and how it feels to do the work.

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Capita supported a leading financial services company to transform its customer service operations by implementing CallSight, a cutting-edge AI platform.

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2026's CX landscape in the UK, Ireland, and Europe's private sectors is both exciting and challenging. Find out more on sector specific CX trends...

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In 2026, customer experience (CX) across the UK, Ireland, and Europe's private sectors will be defined by a blend of advanced technologies and renewed focus on human-centric service.

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Capita Experience is leaning hard into AI while keeping people at the centre of service.

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Capita's new report with Everest Group, 'The AI advantage in retail: creating end-to-end customer-centric ecosystems', explores how AI is transforming retail customer experience and provides a practical guide for retailers looking to deliver seamless, end

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The trade-offs between operational efficiency, customer service, and employee experience are tricky to balance.

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As customer experience moves into 2026, the challenges facing organisations are no longer emerging trends but structural realities that require active leadership. Drawing on insight from the CCA Annual Review, CCA's councils and practitioner experience, t

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In this session we preview early findings from CCA's Future Scenarios Project. A bold, year-long insight-led programme exploring what customer experience, service design, and organisational strategy could look like by 2030.

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From creating effective prompts to generating follow-up correspondence, each use case shows how to derive tangible value from generative AI.

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Learnings from a year of conversations across the CCA community, drawing on Best Practice Forums, Coffee Clubs, the Research Council and the Industry Council Futures programme, the report reflects what leaders are seeing in customer service and experience

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Curated resources to inspire, energise, and prepare you for ther next season of customer leadership

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For the Rewind Finale we're back to 2020 and lockdown where CCA Annual Convention was hosted online for the first time. Thanks to a creative collaboration with The National Theatre of Scotland, we brought a little sparkle and humour to our virtual stage.

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This week's interview from 2016 with John Hernandez (then COO & SVP of Service Cloud at Salesforce) is a powerful reminder of what happens when the right people connect at the right time, with the right purpose.

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This week in CCA Rewind, we're heading back to 2015, where a group of visionary CX leaders shared their thoughts on what really matters in customer and citizen service and what the future might hold.

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This week's CCA Rewind takes us back to CCA Convention 2017, where Ola Clark and Carla Savelli (then customer service advisors at Atos) took the stage to share what working at the front line of customer service really looks like.

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In this short interview, Ben Page, Global CEO of Ipsos shares his view on why great service isn't just a support function, it's a strategic differentiator that shapes brand reputation, customer loyalty, and competitive edge.

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