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We spend a lot of time talking about transformation, performance and what needs to improve. Do we spend enough time recognising what is already excellent and the people behind it?
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Latest news, insight & opinion from CCA
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93% of people feel more positive about brands that signpost them to help
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What makes a good leader? Is it bravery, compassion, innovation, inspiration?
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The ability to harness advanced technologies like AI is crucial for maintaining a competitive edge. This report offers a perspective on why some companies excel in adopting advanced technologies while others lag behind.
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The technology works. Large language models can draft legal contracts, write code and synthesize research at speeds no human team can match. But those gains are not showing up in the bottom line.
This report explores how fraudsters are industrialising their operations and using the contact centre as a critical entry point.
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This report focuses on the role of the telephony channel in insurance fraud. It explains how fraudsters target insurers across the policy and claims lifecycle, and how greater visibility of caller activity can reveal behavioural and intent signals that ar
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This guide looks at how organisations can use contact centre intelligence to detect fraud earlier, disrupt organised crime networks and better protect customers.
Developed over the past year, this flagship research brings together cross sector insight from leaders navigating the realities of AI driven transformation to explore what the future of service may look like by 2030. This executive summary highlights some
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.
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.
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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