All Adolfo Hernandez articles
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Strategy & ChangeCapita: rewired for agentic AI, and inviting telcos onboard
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.
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Public AffairsUnion slams Capita’s offshoring plans for Virgin Media O2 contract
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.
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Partnerships & AlliancesBT continues “dramatic simplification” with cloud-first AWS deal
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.




















