Capita Extends Partnership with Samsung Electronics UK

Capita (LON: CPI) has solidified its long-standing relationship with Samsung Electronics UK, announcing a contract extension that will see the outsourcing giant continue providing customer support services.

The deal, announced November 3, 2025, ensures Capita remains a key partner for Samsung's UK consumer electronics business.

The collaboration, which began in 2011, encompasses a range of customer experience services. These include technical voice support for mobile customers, customer solutions, and online social media community management.

Capita established a dedicated Business Service Centre (BSC) in 2016 to cater specifically to Samsung's business partners, offering services like technical support, customer service, and managed services.

Under the renewed contract, Capita will continue to provide multi-channel support. This includes voice, email, and social media community management, covering Samsung's broad product range from TVs to mobile phones.

The extension underscores the value Samsung places on Capita's expertise in managing customer interactions and maintaining brand loyalty.

A key element of the new contract focuses on technological transformation. Capita will migrate its telephony system to AWS Connect-powered Capita Contact. Furthermore, the company plans to run a proof-of-concept within the BSC using Agent Suite, Capita’s GenAI-powered platform.

These technological upgrades are intended to deliver a more personalised and proactive service. The goal is to improve both the customer and colleague experience. This aligns with Samsung's broader objective of encouraging consumers to embrace the company's technology and enhance their overall relationship with the brand.

Corinne Ripoche, CEO of Capita Experience, emphasized the importance of innovation and quality in the extended partnership. “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,” she stated. Ripoche also highlighted the role of technology and AI in driving these improvements.

Capita's focus on integrating technology, people, and processes remains central to its strategy, as evidenced by this contract extension. The company anticipates that the application of these principles will yield tangible benefits for Samsung and its customer base.