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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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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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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This report explores the impact of artificial intelligence (AI), technology-driven customer service models, economic challenges, regulatory pressures, and the enduring role of human advisors in an AI-centric future.

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