Why providers must build end-to-end customer management frameworks that bring together process automation, natural language understanding, generative AI, and real-time analytics.

Retailers are facing more pressure to use technology to improve interactions with customers to create stand out experiences.

When Selfridges first opened its doors in 1909, it drew crowds by turning shopping into an adventure, using theatre and innovation. Bleriot’s monoplane was displayed there fresh from its maiden Channel crossing and John Logie Baird chose the store to first demonstrate television to the public.

With the Prime Minister’s commitment to artificial intelligence, we look at the productivity and service improvements that could come from embracing this technology.

How Capita’s 9-year partnership with TfL is transforming London's transport infrastructure, including Congestion Charging, LEZ, ULEZ & Safer Lorry Scheme (DVS)

This thought leadership paper explores AI and Generative AI through the customer experience lens as we move closer to making real on the promise of Gen AI.

Our report shows the importance of prioritising workforce resilience and adaptability to allow organisations – and those they serve – to be ready to embrace change.

A look at what’s happening in customer experience in Europe, including the leveraging of new technologies such as AI, machine learning and automation.

In this new article, we explore four major industries that have leveraged digital technologies to achieve significant growth and enhance customer experience management strategies.

Capita helped one of the UK’s leading high street retailers to improve their customer satisfaction scores and the quality of their customer service advisors.