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TelcoX EMEA Leadership & Performance Study

All Adolfo Hernandez articles

Strategy & Change
Capita: rewired for agentic AI, and inviting telcos onboard

2026-06-10T05:00:00Z

With hyperscaler alumni now at the helm and Snowflake Intelligence embedded in its AI Catalyst Stack, Capita is betting that agentic will redraw the economics of the contact centre. Its Chief AI & Product Officer explains why telcos should be watching closely.
Public Affairs
Union slams Capita’s offshoring plans for Virgin Media O2 contract

2025-09-04T15:48:00Z

Contact centre provider Capita has sparked outrage at the Communication Workers Union over plans to move 150 jobs that support Virgin Media O2 from the UK to South Africa.
Partnerships & Alliances
BT continues “dramatic simplification” with cloud-first AWS deal

2022-05-05T15:55:00Z

Five-year agreement adds to recent contract with Google Cloud to advance operator’s digital transformation and simplification drive. AWS named preferred cloud provider for internal applications.