Capita named as a Major Contender in Customer Experience Management Services PEAK Matrix® from Everest Group
Capita Experience has been recognised by the Everest Group at the top of the Major Contenders group in their 2023 EMEA Customer Experience Management (CXM) Services PEAK Matrix®.
Everest Group pointed to Capita’s extensive delivery footprint and wide partner ecosystem, in particular with renowned technology leaders.
Capita was also celebrated for investment in their India based centers of excellence leveraged for amongst other things, omnichannel support.
In recent years, the contact centre landscape has evolved into a dynamic ecosystem that integrates digital concepts, solutions, and human touch-points to deliver a seamless customer experience. Capita offers data-driven service delivery with output-based pricing in areas such as CX transformation, CX delivery, collections, acquisition, and retention.
It continually enhances its digital capabilities through investments in Centres of Excellence (COEs) and the expansion of its technological partner ecosystem, which includes well-renowned technology leaders. This has enabled Capita to be recognised as a Major Contender in Everest Group's Customer Experience Management (CXM) EMEA – PEAK Matrix® Assessment for 2023.
Further recognition for Capita came for the efficacy of tech stack and flexible service delivery with employee engagement rounding out the list.
I’m thrilled to see Capita at the top of the Major Contender category in the Everest Group's Customer Experience Management (CXM) EMEA – PEAK Matrix® Assessment for 2023. This is entirely thanks to the exceptional work of our 32,000 employees around the world who are fully dedicated to delighting our clients.
We’re continuing to strengthen in our core markets, leveraging our enhanced digital capability to deliver innovative solutions and provide a best-in-class experience. Progress in simplifying our business and processes is demonstrated in our delivery agility and growth in our global centers of excellence, benefitting our clients and colleagues.
Click here to access the full report.
Read the Everest Group Customer Experience Management Services PEAK Matrix® assessment report.
