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Humanising digital CX: balancing automation and empathy
Capita Experience is leaning hard into AI while keeping people at the centre of service.
Capita Experience is leaning hard into AI while keeping people at the centre of service. In this interview we sat down with Kala Iyer, Head of Transformation at Capita Experience, who leads multi-programme CX change across the division, to discuss how her teams balance automation with empathy, what “good” looks like in 2025, and the tech stack behind it.
Keywords
CUSTOMER BEHAVIOURS & EXPERIENCE DIGITAL & TECHNOLOGY PEOPLE & HR LOCATIONS STRATEGY AI CUSTOMER ENGAGEMENT SERVICE CX TECHNOLOGY BEHAVIOUR FUTURE LOYALTY MEASUREMENT TRAINING HYBRID FLEXIBLE LEADERSHIP STRATEGY BRAND AI DIGITAL TRANSFORMATION THOUGHT LEADERSHIP
