Change and Software Development
Accelerating change, empowering developers, and reimagining the software lifecycle with AI.
AI is not a single project or static strategy, it's a journey of transformation.
With margins tightening, rising regulatory costs, and high customer expectations, financial institutions face pressure to deliver more value at lower cost. Moving forward, shareholder value and long-term profits will depend on execution, managing costs, scaling delivery, and adapting operations to meet regulatory needs and evolving customer demands.
Operational excellence is not a one-time initiative but a continuous journey. Success comes from embedding excellence into everyday execution, ensuring organizations run efficiently, consistently, and resiliently.
Operational excellence is not a one-time initiative but a continuous journey. Success comes from embedding excellence into everyday execution, ensuring organizations run efficiently, consistently, and resiliently.
Why operational excellence matters
Customer experience
Operational excellence delivers faster, more accurate customer service, reducing friction, resolving issues quickly, and building trust through consistent interactions.
Cost efficiency
Embedding automation and efficiency reduces the cost to serve and frees up capacity, enabling reinvestment into growth and innovation.
Regulatory resilience
Operational excellence strengthens compliance and risk management by ensuring processes are consistent, transparent, and auditable, reducing exposure to penalties and failures.
How Capco can help
Operational excellence maturity assessment: We provide a structured framework to assess current state, benchmark against industry standards, and define practical improvement pathways.
AI-enabled operations: Embedding AI and automation into workflows reduces manual effort, improves accuracy, and frees capacity. Our proprietary accelerators and custom solutions, such as Cognitive Assistants, boost efficiency while ensuring resilience.
End-to-end delivery: From strategy and process redesign to technology implementation, we drive measurable improvements across the value chain, from onboarding and servicing to risk and regulatory reporting.
Rapid prototyping and scaling: We move quickly from concept to proof-of-value, then scale solutions enterprise-wide to embed operational excellence as a lasting capability.
Why Capco?
With 90%+ of our portfolio in financial services, Capco combines deep sector insight with proven delivery:
- Deep Financial Services Expertise: With 90%+ of our client base in financial services, we understand the regulatory, operational, and customer challenges unique to the industry
- AI & Digital Capabilities: We combine design thinking, engineering, and AI strategy to build future-ready operations. Our work is strengthened through partnerships with leading cloud and AI providers, ensuring practical, scalable solutions
- Measurable Outcomes: Clients typically achieve 20–40% process efficiency gains, faster compliance cycles, and enhanced customer satisfaction scores by working with Capco.
Success Story
Client challenge
Increasing fraud and disputes investigation / decisions in call centers
Capco’s solution
1. Data Fragmentation – Solved the difficulty of pulling together relevant data from multiple systems whilst on a call using Generative AI agents
2. Reduced delayed response times – Accelerated data retrieval by enabling faster response to fraud calls / decisions.
3. Improved cost efficiency – Reduced operational costs by streamlining the process, cutting down the time spent to access and review key customer information on each case.
4. Delivered consistent investigations – Ensured consistency by providing all investigators access to the same comprehensive dataset.
5. Training and Knowledge Gaps – Supported learning with live data analysis, allowing less experienced investigators to get proficient quicker.
Client outcomes achieved
- Operational savings of £8M a year
- Reduced average handling time by 50%
- FTE savings of 13%
- Enhance compliance and auditability
- Improved quality assurance
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Contact our experts
Contact us to learn how Capco can help your organization design, build, and scale AI-native digital solutions that elevate user experiences and accelerate value creation
Top Location:
London
+44 20 7426 1500
77-79 Great Eastern Street, London EC2A 3HU, UK
Top Location:
London
+44 20 7426 1500
77-79 Great Eastern Street, London EC2A 3HU, UK
