Paul AinsworthPaul AinsworthApril 9, 2019
CUSTOMER-RELATIONS-AND-REMEDIATION-1280x1051.jpg

3min484

UK Complaint Handling Awards winner Capita has joined forces with innovators Artificial Labs to deliver disruptive insurance tech that digitises the end-to-end insurance lifecycle, reducing manual processes and making insurance frictionless.

Artificial provides digital solutions to clients across the insurance sector, enabling them to leverage new technology to improve their internal processes, price more accurately, and deliver exceptional user experience.

Following extensive due diligence by Capita – which at the recent UK Complaint Handling Awards in London won titles including Best Customer Relations and Remediation (pictured above) – tasked its corporate venture unit, Capita Scaling Partner, with selecting Artificial for investment.

Capita will provide a dedicated business development team to enable Artificial to scale rapidly and deliver their digital solutions to retailers and insurers globally.

Jon Lewis, CEO of Capita, said: “Artificial are at the forefront of tech innovation in the insurance market. We want to use our strong presence in insurance and retail to tap into that growth potential and deliver better outcomes for our clients and their customers. This partnership reflects our commitment to bring innovation to our clients.”

Artificial’s digital solutions strengthen Capita’s existing insurance offering, and opens new distribution channels for clients to increase provision across customer bases.

The solutions create a digital customer journey with straightforward purchasing and claims processes. It harnesses machine learning to increase the accuracy of risk pricing, and enables rapid claims resolution through automation. The company is run by a world-class team of data scientists, software engineers, and insurance industry experts with a strong delivery track record.

Damian Arnold, CEO of Artificial, said: “Everyone at Artificial is excited by our strategic partnership with Capita and the potential opportunity we will create together. We believe our partnership will dramatically increase the scale and pace of change we can deliver.

“The insurance sector is undergoing significant change and our exceptional team has developed proven digital solutions which deliver tangible benefits to our customers from day one. We are continuing to invest in our machine learning capabilities, which will provide our customers with a competitive edge in the future.”

 


Paul AinsworthPaul AinsworthMarch 11, 2019
OVERALL-WINNER-1280x896.jpg

4min564

The 2019 UK Complaint Handling Awards have taken place in London, celebrating the people and  initiatives behind some of the best customer service operations in Britain.

Hosted by Awards International – holders of an Independent Awards Standards Council Gold Trust Mark – the event saw hundreds gather at the Park Plaza Riverbank hotel last Friday, when teams of finalists made presentations to an expert panel of judges throughout the day.

Finalists were competing to secure Gold and Silver titles across 18 categories, with one Overall Winner also named for their high score at the event, which this year was sponsored by Aptean and Ecosheme, and partnered by Resolver, Henley Business School’s Henley Centre for Customer Management, and The Malcolm McDonald Academy.

Following a gala lunch, the 2019 Overall Winner title was awarded to outsourcing services firm Firstsource, which claimed Gold in the Customer Insight Strategy category. The victory built on the success of the company in last year’s awards, when along with mobile network giffgaff it won Best Personal Entertainment & Telecoms.

Other big winners this year were banking giants HSBC, which won an incredible four Gold category titles, and United Utilities, which won three Gold titles, including the highly coveted Complaint Handling Leader of the Year award for their Head of Service Recovery, Sally Ainsworth.

The 2019 roll of honour also included Wessex Water in partnership with The First Word, which won in the Best Complaint Handling Training category; One Vision Housing, which claimed Gold for Best Use of Customers’ Insight and Feedback; and Capita, whose team walked away with the Customer Relations & Remediation award.

Speaking afterwards, Awards International CEO Neil Skehel said: “What an event this has been – we are incredibly fortunate to have such a vantage point on the high standard of complaint handling services in the UK.

“So many organisations are ensuring they have a robust complaints procedure at the heart of their structure, and these awards not only celebrate the best initiatives behind that, but they also allow representatives from all of these wonderful companies to come together and inspire each other, share best practice, and ensure complaint handling continues to go from strength to strength and remains central to a quality service.”

“On behalf of Awards International I would like to offer a huge congratulations to all of our winners, and I want to thank all of our finalists for coming and competing in what is now one of the most important events in the UK’s customer service calendar.”

 

 

 

 

 




Inform. Inspire. Include.
A free way to improve your business.

Customer Experience Magazine is the online magazine packed full of industry news, blogs, features, reports, case studies, video bites and international stories all focusing on customer experience.


CONTACT US

CALL US ANYTIME



Contact Information

For article submissions:
Editor
Paul Ainsworth
editorial@cxm.co.uk

For general inquiries, advertising and partnership information:
advertising@cxm.co.uk
Tel: 0207 1932 428

For Masterclass enquiries:
antonija@cxm.co.uk
Tel: 0207 1937 483

Customer Experience Magazine Limited
Acacia Farm, Lower Road,
Royston, Herts, SG8 0EE
Company number: 7511106

JOBS IN CUSTOMER SUPPORT


Newsletter