Capita celebrates standout success at the CCA Excellence Awards 2026

• Capita and Centrical were awarded Best Technology Partnership, celebrating a collaboration that is transforming frontline performance and customer experience at scale across multiple client programmes.

Centrical’s platform integrates directly with live operational data to convert performance insights into daily, targeted coaching and development actions for frontline colleagues and managers. The partnership has delivered tangible improvements for clients, including higher conversion rates, improved CSAT and quality scores, stronger First Contact Resolution, reduced handling times and increased colleague engagement across thousands of frontline employees in multiple markets.

Strategic technology partnerships, such as Centrical, play a key role in Capita’s approach to embedding continuous improvement into frontline operations while keeping people at the heart of performance.

• Carla Horrigan, Capita Experience, was named Manager of the Year, recognising her exceptional leadership, people focus and impact on performance and service delivery.

Carla’s success in driving sales growth and delivering exceptional operational results in the Irish market doesn’t happen by chance; it takes aligned leadership, disciplined execution and an energy that lifts everyone around her. Carla’s unwavering commitment to deliver success for, and on behalf of, clients is exemplary of what people at the heart of CX performance can achieve.

• Capita was also shortlisted in the Customer Service Team of the Year category, alongside long‑standing partner Kurt Geiger.

The Kurt Geiger Customer Service team was nominated on the night amongst nine top customer service brands. This recognition reflects the work of a truly exceptional end‑to‑end CX delivery, from content and digital engagement through to measurable customer outcomes.

Corinne Ripoche, CEO, Capita Experience, said:

“Recognition like this really matters. It reflects consistent commitment over time, not just great ideas, but how they are brought to life every day for our customers and colleagues.

I’m incredibly proud that these awards showcase our ability to bring together the best of people and technology to deliver meaningful outcomes for colleagues, clients and customers.”

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