Customer Service Avatars and how they help boost conversational self-service.

2024 was a pivotal year for the customer experience services and in 2025 it will be defined by advanced AI, self-service tools, and hyper-personalised solutions.

Capita’s Chief AI & Product Officer Sameer Vuyyuru talks about redefining business process outsourcing with the latest developments in artificial intelligence.

In the second of two blogs following on from a discussion on technology in the mortgage space at the UK Finance Annual Mortgage Conference, I’m exploring the challenges the industry is facing with adopting tech and how it could make better progress by answering more questions that came up during the session.

We consider how financial providers can find success in the motor finance industry by harnessing data and becoming indispensable for connectivity in drivers’ everyday lives.

Getting through to someone who can help is causing financial services customers the most frustration, according to the latest Institute of Customer Service report.

Is online the future, and are high streets flourishing? Just as they have for centuries, bricks and mortar retailers are reinventing themselves – competing and complementing the online option, and even stealing a march on it.

Addressing workforce issues is vital to the digitisation of all public services

The opportunity for police forces to move to an intelligent and compliant information management system where all data can be stored and accessed in one place.

We explore how public sector contact centres can enhance performance and user experience by prioritising operational imperatives over technology