Highlights

  • Capita will continue providing voice, email, and social media support for Samsung customers across its range of electronic products.
  • The contract will include technological enhancements such as AWS Connect migration and a proof-of-concept using Capita’s GenAI-powered Agent Suite.
  • Services aim to deliver more personalised and proactive experiences for Samsung customers and staff.

Capita plc (LSE:CPI) has announced a contract extension for its Contact Centre business within Capita Experience with Samsung Electronics UK. The renewal continues a partnership that began in 2011, covering customer experience services including technical support, managed services, and online community management. The updated agreement will integrate advanced technology solutions, including AI-driven platforms, to enhance service delivery for Samsung’s consumer and business clients.

Corinne Ripoche, CEO of Capita Experience, said: “These new contracts further strengthen our 14-year partnership with Samsung, and we will be prioritising innovation and quality to ensure seamless, efficient, and valuable experiences for Samsung and their customers. I am especially excited that we will be driving these experiences via the increased application of technology and AI.  
 
“Our focus on transformation for clients by bringing technology, people and processes together is at the heart of Capita’s strategy, and I am looking forward to seeing this in action with Samsung.” 

Extending a Long-Term Partnership

Capita has worked with Samsung Electronics UK for over 14 years, providing technical voice support for mobile customers, online community management, and customer solutions. In 2016, Capita established a Business Service Centre (BSC) to support Samsung’s business partners with technical support, customer service, and managed services. The new contract extends these services, reinforcing Capita’s ongoing role in delivering high-quality support for Samsung’s consumer electronics portfolio, including TVs, mobile phones, and other devices.

Integrating Advanced Technology

Under the renewed agreement, Capita will implement technology-driven solutions to enhance customer engagement. The telephony system will be migrated to AWS Connect-powered Capita Contact, while a proof-of-concept in the BSC will trial Capita’s GenAI-powered Agent Suite. These innovations are designed to provide personalised and proactive service, improving both customer interactions and colleague workflows. The use of AI and digital tools aligns with Samsung’s focus on inspiring consumers to maximise the potential of their technology.

Enhancing Customer and Colleague Experience

The integration of AI and digital platforms is expected to streamline processes and enhance service efficiency. By providing more tailored and proactive support, Capita aims to improve satisfaction for Samsung customers while facilitating smoother operations for staff. The upgraded systems are intended to support Samsung’s mission to deliver innovative technology and optimise customer relationships.

CPI shares were trading at GBX 309.61 per share at the time of writing on 3 November 2025.