Capco, a Wipro company, has been recognized with two awards at the Digital Banker CX Awards 2026, reflecting our work in delivering targeted, high-impact customer experience transformation across financial services. Capco was named:
- Best Digital CX Partner – Retail Banking
- Best CX Transformation Partner (Enterprise)
These awards recognize two distinct areas of Capco’s work – transforming high-risk customer journeys in regulated retail banking environments and designing scalable digital platforms to modernize complex securities services operations.
Accepting the trophies on behalf of Capco at the awards ceremony in Singapore, Steven Halliwell, APAC Managing Partner, said: “Supporting financial institutions through customer-centric transformation in an impactful and sustainable fashion is central to our mission at Capco. By combining deep industry expertise with human-centered design and scalable technology, we help our clients improve customer outcomes while strengthening operational resilience and efficiency.”
Award: Best Digital CX Partner – Retail Banking
This award recognizes our work in transforming critical, high-risk customer journeys for a leading challenger bank to ensure regulatory compliance. Rather than implementing isolated technology fixes, we deployed a structured CX transformation approach to identify and address the root causes of customer harm across journeys such as bereavement, vulnerability, fraud and disputes.
The Capco team analyzed over 500 real customer cases and six months of escalation and complaints data, combining quantitative analysis with frontline shadowing and cross-functional workshops. Key impacts included:
Accepting the trophies on behalf of Capco at the awards ceremony in Singapore, Steven Halliwell, APAC Managing Partner, said: “Supporting financial institutions through customer-centric transformation in an impactful and sustainable fashion is central to our mission at Capco. By combining deep industry expertise with human-centered design and scalable technology, we help our clients improve customer outcomes while strengthening operational resilience and efficiency.”
Award: Best Digital CX Partner – Retail Banking
This award recognizes our work in transforming critical, high-risk customer journeys for a leading challenger bank to ensure regulatory compliance. Rather than implementing isolated technology fixes, we deployed a structured CX transformation approach to identify and address the root causes of customer harm across journeys such as bereavement, vulnerability, fraud and disputes.
The Capco team analyzed over 500 real customer cases and six months of escalation and complaints data, combining quantitative analysis with frontline shadowing and cross-functional workshops. Key impacts included:
- More consistent cross-channel experiences enabled by Journey Atlas maps that highlighted where journeys failed across digital, support and operational touchpoints
- Clearer, more empathetic communications informed by frontline shadowing and review of live customer interactions against policy intent
- Stronger alignment between policy and customer reality achieved through cross-functional co-creation using real journey evidence
- Fewer unnecessary escalations driven by addressing upstream process and ownership issues identified through escalation analysis
- Improved regulatory decision-making supported by evidence-based insights that balanced customer outcomes, operational feasibility and risk.
These enhancements strengthened customer trust and sustained engagement during the most reputation-defining moments of the customer lifecycle. By making systemic issues visible and aligning design, operations, policy, risk and regulatory teams around shared outcomes, the engagement reduced escalation drivers, improved communication and strengthened regulatory decision-making.
Award: Best CX Transformation Partner (Enterprise)
Capco designed and delivered a unified client-facing digital platform for a global custody bank. The original project in 2023 had included designing more than 30+ apps serving multiple business functions across FX trading, client billing, fund services, global custody, transfer agency, reporting and treasury.
This award recognizes Capco’s subsequent work over the past 12 months in leading a program of major enhancements to that platform, including expanded app capabilities, integration of AI technology, improved onboarding journeys, and integration of treasury, reporting and billing services to meet growing client and operational needs.
The platform significantly enhances customer experience by offering personalised, role-based access to data, services and workflows. Users benefit from intuitive dashboards, tailored reporting, and contextual guidance through a knowledge base tool.
Capco designed and delivered a unified client-facing digital platform for a global custody bank. The original project in 2023 had included designing more than 30+ apps serving multiple business functions across FX trading, client billing, fund services, global custody, transfer agency, reporting and treasury.
This award recognizes Capco’s subsequent work over the past 12 months in leading a program of major enhancements to that platform, including expanded app capabilities, integration of AI technology, improved onboarding journeys, and integration of treasury, reporting and billing services to meet growing client and operational needs.
The platform significantly enhances customer experience by offering personalised, role-based access to data, services and workflows. Users benefit from intuitive dashboards, tailored reporting, and contextual guidance through a knowledge base tool.
- Enhanced customisation and user management ensures each user receives a completely personalised experience with access to the tools and services they require.
- New AI tools surface relevant insights and offer bespoke support, reducing demand on client servicing.
- The redesigned onboarding journey ensures a smoother, faster start for new clients, and greater efficiency in the operations of the bank, reducing friction and uncertainty.
The implementation transformed how clients engage digitally with the bank’s securities services unit/division, with 600 institutional investor clients onboarded to the platform in the first six months.
