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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?
Insider News
News & views from industry partners and suppliers
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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.
PRESS RELEASE: CCA Global Launches New Fraud & Risk Framework for Customer Experience© to Help Organisations Combat Evolving Fraud Threats
CCA PARTNERSDeveloped with leading financial services organisations and supported by Smartnumbers, the new framework helps organisations assess and strengthen the operational controls, people and processes that reduce fraud risk and de-risk live customer interactions
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.
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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From creating effective prompts to generating follow-up correspondence, each use case shows how to derive tangible value from generative AI.
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
Why knowledge? The consumer has spoken.
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