Capita is a modern outsourcer, helping clients across the public and private sectors run complex business processes more efficiently and is listed on the premium segment of the London Stock Exchange. The company is a constituent of the FTSE All Share index and at the current share price of 13.5p has a market capitalisation of £230m.
Full year results to 31 December 2024 were published on 5 March 2025 and we were delighted to welcome CEO Adolfo Hernandez and CFO Pablo Andres, to a Yellowstone webinar to talk about the company’s 2024 full year results and the strategy and outlook for 2025. A recording of the webinar is available here.
Adolfo has been in his role for over a year now and these results reflect the changes he has made over that time. He has started to sustain and simplify the good things that Capita does while beginning to improve the financial performance of the company. It’s been a busy year and whilst there have been a lot of improvements made there is still more to do.
In order to build a better company, Capita has focussed on four areas: Better Technology; Better Efficiency; Better Delivery and Better Company (culture). Of these they have been exceptionally busy in the technology area as there was a lot to do. A key move has been in using the expertise of specialist IT companies and Hyperscalers ( AWS, Microsoft, Salesforce and ServiceNow) that have developed expertise in numerous technology areas rather than trying to do everything in house. Capita’s expertise is in workflow processes and they can provide the best solutions in this area by using the most modern and cutting edge technology provided by others. A new Chief of AI and Product Officer, Sameer Vuyyuru (previously at AWS) has been appointed to lead this work. In practical terms Capita is using Amazon Connect to build AI enabled business outcomes and has launched AI Catalyst Labs to identify, test and scale uses of AI-driven transformation. Going forward the Microsoft Copilot internal rollout is going to be significantly expanded and they are particularly excited about working with Salesforce to find new AI automation opportunities.
Within their Contact Centres, 210 support colleagues use AI in their work and with 5,000+ agents being augmented by AI. AI tools will predict and suggest the best way forward, summarise the calls automatically systematically reducing the time…
