Dr. Grainne Watson is Capita’s Growth Director for automation. An expert in implementing new technology across industries, she has worked in academia, start-ups and corporates in the US and EMEA
Automation will transform most jobs in the insurance sector over the next decade. It isn’t a new concept, but one that’s quickly...
One of the conundrums that we are faced with today is how to protect customers’ interests and boost the quality of their...
In today’s competitive market, customer loyalty isn’t just a metric—it’s the cornerstone of sustainable growth. While many businesses focus on price, convenience,...
Latest opinion piece by Mark Hillary How do we make sense of the world and how fast it is changing? I can...
The perception of outsourcing as a mere cost-cutting tactic is a relic of the past. Today’s BPO industry is a £100 billion...
Generative AI (gen AI) is transforming the customer experience management (CXM) landscape, challenging traditional contact centers. While concerns about declining revenues and...
The Philippines and South Africa tie for the silver medal, Malaysia places 3rd; low favorability marks for Honduras and Serbia India retains...
