A premier UK high street retailer transformed into a dominant online player, requiring multilingual customer service expansion amid limited tech capabilities. Capita IT Enterprise Services software powered this digital evolution, scaling from 550 to 1,000 FTE during retail peaks, delivering £5M savings, +15 cSAT uplift, and 22% advisor quality improvement—earning 3 industry award shortlistings. The intelligent platform enabled rapid workforce scaling, in-depth conversational training, global delivery optimization across UK sites, and seamless multilingual support, capturing new revenue streams while elevating online customer experiences to match high street excellence.

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