Enhancing CX and efficiency with the Capita AI Academy
Learn why Capita partnered with Multiverse to help teams leverage AI responsibly, create new efficiencies and drive business impact.
Industry
Outsourcing
Company size
18,000+
86
Capita colleagues participating in AI Academy
63
"Excellent" NPS score from Capita learners
The goal
Operating across 8 countries, modern outsourcer Capita has a mission: to help public and private sector organisations create efficiencies and build better customer experiences.
AI sits at the heart of Capita’s “Unlocking Value Together” strategy, as the business strives to harness emerging technologies to develop efficient, ethical and impactful AI solutions for clients.
With a vision to enhance its AI capability, improve its offering in the market, and equip teams with future-facing skills, Capita set out on an ambitious workforce upskilling strategy, in partnership with Multiverse.
"We are committed to delivering high-quality customer experiences, driven by passionate and high-skilled employees, and we’re confident that our AI Academy partnership with Multiverse will allow us to elevate both. Every business is looking to step ahead of the AI curve, but ensuring a business does so ethically and responsibly requires people-centred initiatives and knowledge, which we believe will be delivered and deployed with our new apprentices."
Adolfo Hernandez
CEO of Capita
"We know the skills needed to succeed in the workplace are undergoing a huge transformation, and we want to work in tandem with our people to ensure they're equipped to thrive in this new world. Enabling access to world-class training in AI is just one of the ways we ensure our teams have the skills and capabilities not only to thrive in their role, but to drive forward their careers."
Scott Hill
Chief People Officer at Capita
The solution
Capita first partnered with Multiverse to launch its AI Academy in September 2024. 86 Capita colleagues enrolled on the AI for Business Value apprenticeship programme, where they’re learning how to identify potential business value gains and run ethical AI projects. The Level 4 programme is funded through the Apprenticeship Levy.
"Of all of the [AI training] providers that we have worked with, or we went through a procurement exercise with, Multiverse was able to demonstrate the link to the actual business benefit. Multiverse took the time to understand the transformation and change journey that Capita is on, and build something that was appropriate and meaningful to our employees."
Lisa Pinfield
Group Director of Performance and Development at Capita
As part of the programme, learners pinpoint and develop use cases to deploy AI internally, or within a customer’s organisation. Sharing these “proofs of concept” is also a key priority within Capita, with learners encouraged to share their ideas and insights with peers and leaders through a regular series of Fireside Chats.
"AI for Business Value is allowing us to equip colleagues with the skills to understand how AI works, what the possibilities are, and how it can improve processes internally and for our clients."
Claire Bolton
Group Emerging Talent and Professional Development Manager at Capita
The results
Enhancing efficiency by reducing manual processes
Through the Academy, Capita employees are gaining the skills to embrace the power of AI, and leverage it effectively to reduce manual processes and repetitive tasks – freeing up teams to focus more time on creative, strategic and problem-solving work.
"The biggest value for me has been cross-team collaboration. I’m working with people across Capita I wouldn’t usually speak to, and seeing how they approach AI challenges has been eye-opening. I’ve run several service desks, and AI has huge potential to reduce ticket volume. Even automating just 5-10% of queries makes a massive impact on efficiency."
Scott Godridge
Head of Service at Capita
Harrison’s story
Harrison set out to uncover efficiencies for Capita’s Architecture and Analysis team, which is regularly required to deliver multiple projects simultaneously, to tight deadlines and high standards.
He investigated how AI could modernise manual processes and enhance productivity, by using machine learning to optimise the allocation of resources and employee skillsets to specific projects, based on their requirements.
Harrison’s work has helped Capita to identify opportunities to increase efficiency in project task management, and boost capacity by more effectively deploying existing team resources.
"AI has become a daily part of my workflow. Whether it’s automating tasks or improving efficiency, it’s saving me hours each week. At first, I wasn’t sure how much I would really learn. Then I finished my first project and realised how much I’d grown. That was the moment everything clicked for me."
Harrison Adenmosun
Junior Business Analyst at Capita
Using AI to improve customer experience
Learners are also developing solutions to enhance project delivery and create a faster, more impactful customer experience.
John’s story
John Julier, a Portfolio Director at Capita, explored how AI could be applied to improve Capita’s Project and Programme Management (PMM) processes.
Using data analysis and stakeholder management skills, John identified an opportunity to accelerate the early stages of client projects and quickly drive progress through start-up and mobilisation phases, by using AI to combine multiple data inputs, create key documentation, and implement a conceptual chat tool.
The potential productivity gains would result in increased delivery speed and performance for customers.
Boosting employee engagement and confidence with AI
As Capita employees continue to embed their new skills in their day-to-day roles, they’re creating impact, gaining confidence, and transforming their mindset towards AI.
"I initially expected the programme to be all about AI tools, but I’ve realised the real value is in business analysis and problem-solving. AI is just one piece of the puzzle. The support from Multiverse has been brilliant. The structured learning, the coaches, and the chance to apply everything in real-world projects have made a huge difference."
Verica Hodder
Solutions Manager at Capita
Feedback for the programme within Capita has been overwhelmingly positive, with an “Excellent” Net Promoter Score of 63, based on a survey of 64 learners in the first cohort.
"What the Multiverse programme has done is demonstrate the advantages of AI. Learners sharing their stories and successes has been fantastic – it’s bringing more people to the table and making them want to be part of the journey. We’re now seeing the knock-on effects, where we’ve got people breaking down the door to be part of the next cohorts – it's exactly the success we wanted."
Lisa Pinfield
Group Director of Performance and Development at Capita
"I’ve been impressed by the depth and rigour of the program, which takes a targeted, practical approach to delivering AI for business value with plenty of pivot points to expand thinking and stretch horizons, including my own career development. We have some brilliant capability in our cohort and the opportunity to share knowledge and thinking is already sparking ideas for new applications."
The partnership is the latest in a series of new initiatives by Capita to enhance its AI capability, improve its offering in the market, and upskill colleagues in the use of AI technology.
"We know the skills needed to succeed in the workplace are undergoing a huge transformation, and we want to work in tandem with our people to ensure they're equipped to thrive in this new world. Enabling access to world-class training in AI is just one of the ways we ensure our teams have the skills and capabilities not only to thrive in their role, but to drive forward their careers. We all take value from learning new skills, and I can't wait to see the benefits our colleagues will see from this program."
Scott Hill
Chief People Officer at Capita
86
Capita colleagues participating in AI Academy
63
"Excellent" NPS score from Capita learners
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