Announcing the finalists! CCA Excellence Awards shine a light on the outstanding people, teams, and organisations driving the future of service and CX.
Insider News
News & views from industry partners and suppliers
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
In today's connected world, telecom, media, and technology (TMT) organisations do more than deliver products and services - they enable the moments that shape our personal and professional lives. Whether it is connecting families across distances, deliver
In today's competitive retail landscape, the sale is just the beginning. With 85% of shoppers ready to abandon a brand after a single poor experience, how you engage customers post-purchase is critical to loyalty, repeat business, and profitability.
Why knowledge? The consumer has spoken.
Generative AI has reignited interest in knowledge management (KM). KM is not only a BFF for gen AI but a foundational one at that!
The Next Frontier for Elevating the Customer Experience
Achieving Visibility and Flexibility with QStory
Introducing our recent industry report, Contact centres: the new frontier in fraud prevention.
Our new research shows how brands can earn up to £500 more per customer, every year - simply by delivering the human experiences people want.
New Whitepaper: How AI is used to transform negative customer contacts into positive ones that build brand loyalty?
CCA PARTNERSTurn negative customer moments into emotive, loyalty-driving experiences. Discover how AI and empathy together transform CX into a powerful engine for growth.
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