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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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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Entering awards is not just about trophies, it is about growth, credibility, and connection. The CCA Excellence Awards help organisations benchmark, celebrate success, and inspire progress in customer experience.

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The session explored key distinctions between process monitoring and outcome testing, the role of risk ownership, the integration of AI and automation, and how to meaningfully report results to drive cultural and operational change.

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In this Future of Work Forum we explored opportunities for building a culture that cares with contributions from award winning Coventry Building Society, expert insights from NHS Business Services Authority, RAC and The Very Group and from partners QStory

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As digital transformation accelerates across sectors, organisations are not only building new online services - they're also facing the challenge of encouraging customers to adopt them.

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Call avoidance has long been a challenge in customer service operations, but its impact is more far-reaching than many organisations realise. It's not just a frontline issue - it's a systemic concern.

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In today's increasingly complex, multichannel service environment, quality assurance (QA) has become far more than a routine compliance function, it is a critical pillar of performance, customer satisfaction, and continuous improvement.

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Embracing digital channels requires more than just technology - it demands thoughtful integration, continuous performance measurement, and a keen understanding of both advisor and customer needs.

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This Coffee Club session titled 'Exploring Best Practices for Effective Measurement' brought together customer service leaders to exchange ideas and strategies around service metrics, agent performance, and the integration of technology into measurement f

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The discussion focused on strategies for managing performance in hybrid and remote settings, engagement techniques, the role of data insights, and the impact of digital technologies like AI on the future of performance management. T

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'Digital Horizons in Customer Service' is the latest report from CCA Research Council and offers an in-depth examination of AI's impact on customer service, drawing from a comprehensive survey of senior customer service leaders.

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CCA Research Council will help shed light on the intricacies and pitfalls of the customer service landscape and will report on views of participants not only as seasoned professionals but also as educated consumers.

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Great digital strides were made over the last 3 years through necessity. The number of processes aided by AI, robotics and automation is staggering. However, some of these hastily applied services are in urgent need of review......

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Embracing our differences was the focus of the first CCA Leaders' Summit of 2023 and it was incredible to have more than 100 senior leaders 'lean in' to learn, explore and progress their education on the many nuances of the DEI agenda.

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