Everest Group’s report measured the market impact and vision and capability of global CXM businesses and highlighted Capita’s “sizable delivery network, skilled talent pool, and impressive account management practices”.
David Rickard, Partner, Everest says: “Capita offers data-driven CXM services spanning three key markets – the UK&I, Germany, and Switzerland – and has expanded its reach with the addition of new centers in Sofia, Bulgaria and Cape Town, South Africa.
“It offers specialized solutions in customer support, payment collections, and sales services, supported by a vast partner ecosystem. With significant investments in generative AI, Capita delivers a range of innovative solutions through strategic partnerships, such as AI-powered tools for faster client query resolution and advanced voice modulation for clearer calls and reduced background noise. This has helped identify Capita as a Major Contender in Everest Group's Customer Experience Management (CXM) EMEA – PEAK Matrix® Assessment 2024.”
This year’s report also commended Capita for the company’s substantial investments and partnerships in developing its Gen AI capabilities, conversational intelligence, and real-time analytics.
Corinne Ripoche, CEO Capita Experience said:
“I am extremely proud of each of our colleagues and the hard work that has gone into further enhancing our offering and securing this recognition from Everest.
We are committed to continuing to create the future of customer experience with our clients, for their customers.”
About Capita
Capita is a modern outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences. Operating across 8 countries, Capita’s 41,000 colleagues support primarily UK and European clients with people-based services underpinned by market-leading technology. We play an integral role in society - our work matters to the lives of the millions of people who rely on us every day.
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