A new chapter for Capita as AI proves a game changer
Last year Capita announced the launch of Agent Suite, a generative AI tool designed to improve customer service by streamlining and enriching the customer experience for both clients and agents. In January of last year, the then newly appointed CEO Adolfo Hernadez spoke of his plans for a better Capita.
Last week, the CX Alliance were invited to an exclusive event at the London Stock Exchange, joining analysts and consultants across CX and BPO, to hear about the new direction for Capita Experience, and from Adolfo and his team on how they are building a better Capita by developing a strategy that puts customers’ needs first and improves financial performance.
Adolfo explained how the introduction of AI had meant changing the culture and company values, allowing them to increase competitiveness.
He called it the call centre of the future. In addition, their work with partners AWS, Microsoft and Salesforce has allowed the CX space to change. Just 18 months in and they are seeing the ROI.
It was also refreshing to hear from the team that they were not a technology company, clearly positioning themselves as a BPO with technology partners.
Equally refreshing was their stance on AI as an intensive orchestrator blending human and tech.
We heard from Corinne Ripoche, CEO of Capita Experience, on how they had to adapt to be agile and have reshaped their journey through investment in people (the best hires from the CX industry) to create the call centre of the future.
Recently appointed Chief Client Officer UK & Ireland at Capita Experience, Paula Kennedy Garcia, spoke of the commitment to outcome-based commercial contracts that are beyond SLAs, and how the blend of voice and digital and tech partnerships had started to really pay off sharing that next-gen metrics, today: 61% boost in Energy LTV through human-AI collaboration, £40M recovered in utilities collections, 15% seasonal ramp reduction by optimising customer effort, and nearly £1M unlocked via AI-driven frontline coaching and gamification No big fanfare. Just Capita quietly launching the future of CX – energised, tech-enabled, and already delivering real outcomes. Capita Experience will be the testbed for innovation. Thanks for having us and we look forward to watching the progress!
