Interview: Corinne Ripoche, CEO of Capita Experience: Leading with purpose, technology, and heart
Corinne Ripoche is the Chief Executive Officer at Capita Experience, a division of Capita Plc that focuses on enhancing customer experiences and operational efficiency for leading brands across Europe.
Corinne brings more than three decades of global transformation experience, an inspiring people-first mindset, and a razor-sharp vision for the future of customer experience. In this exclusive conversation with The Retail Bulletin, Corinne reflects on her leadership journey, the habits that have driven her success, and her view of where the retail and CX sectors are heading.
You’ve had an extraordinary international career. How would you summarise your leadership journey so far — and what’s shaped your vision for Capita Experience?
I’ve spent over 30 years leading transformation programmes across multiple regions, often driven by technology. But technology alone doesn’t create lasting change. My approach has always been about listening deeply; to clients, to the market, and, crucially, to our people. When we embarked on creating the strategic vision for Capita Experience, we took the time to be introspective. To understand our business from the people who are keeping it running day in and day out. The colleagues who are with our clients and their customers solving their challenges. We also studied trends beyond the UK, what’s happening in the US, in Asia and how leading startups and venture capitalists are shifting our industry.
Subscribe to TRBTransformation must be holistic: process, people, and tech. You need curiosity, collaboration, and the courage to act. What we’re achieving at Capita Experience today is the result of that blend. We’re focused, intentional, and aligned to what matters, for our clients and their customers.
We also have built an ecosystem of hyperscalers including AWS, Salesforce, ServiceNow and Microsoft that will allow us to deliver better CX solutions by leveraging their technology expertise with our deep domain knowledge.
What is your strategic focus for Capita Experience — particularly within the retail sector?
We’re concentrating on four core verticals: retail, tech and telco, financial services, and utilities . For retail specifically, our focus is on leveraging automation, AI, and smart orchestration to enhance customer experience across every interaction.
We’re helping the retail industry meet increasing consumer expectations with services which improve online and in-store performance with our gen AI capability, Agent Assist. This allows us to collect and summarise past call information to allow agents to respond more accurately. It has been a gamechanger in the retail space.
The retail sector continues to evolve at pace, shaped by shifting consumer behaviours, the rise of digital-first shopping, and growing expectations for transparency, security, and personalisation. Consumers are exercising greater choice and control, demanding seamless experiences across physical and digital channels, and rewarding brands that deliver personalisation, convenience, and trust.
At the same time, the sector faces mounting headwinds. Recent cyber-attacks on major retailers have underscored the urgent need for cyber resilience, while ongoing supply chain disruptions have exposed vulnerabilities in operational agility and customer fulfilment. Retail leaders must now balance innovation with risk, and efficiency with empathy, ensuring that every customer interaction builds loyalty and long-term value.
You are clearly passionate about your role. What do you personally enjoy most about leading Capita Experience?
First, having the opportunity to lead with vision, and the scope to employ my passion for technology across the business.. We are at a point in history where what we do now with technology genuinely impacts today’s society, the planet, and people’s lives.
Second, I enjoy problem-solving with clients. Every challenge is like conducting a jazz band, you don’t always know what music you’ll create, but when everyone’s listening, contributing, and responding in harmony, it becomes magic.
And third, I see myself as a responsible innovator. Yes, we’re here to perform for shareholders, but we also carry responsibility, for inclusion, the environment, and learning. I recently requested that we install a community book corner in one of our new office locations, so colleagues can share and borrow books on topics from leadership to AI to culture. It’s a small gesture, but it speaks to something bigger; connection, curiosity, and growth.
Your leadership style is authentic and human. What key lessons have shaped your approach?
Years ago, I witnessed how internal politics can destroy values and distract even the smartest people. I decided then that I would never compromise who I am in order to climb the ladder.
I’m known for being direct and honest. Sometimes that hasn’t helped me, I’ve lost out on roles because of it. But in the long run, it’s built trust. When people feel safe to speak and contribute, they bring their best selves to work. That’s the kind of culture I want to lead, one without fear, where innovation is inclusive.
What three habits have contributed most to your success?
I’ve practised yoga and meditation every morning for over 20 years. It keeps me centred, especially during intense travel or high-pressure periods. I am an absorber. Whether I’m visiting an art exhibit or meeting a startup, I’m always fascinated by ideas and asking how they might apply in new contexts. Finally, I believe in giving honest, timely feedback, in recognition and redirection. Waiting six months for a performance review? That’s too late. Great leadership happens in the moment.
And if you could tell your younger self one thing…?
Trust your instinct. Early in my career, I often held back, thinking, “I shouldn’t say that, maybe they’ll think I’m wrong.” And then someone else would say the same thing, and it would be applauded.
Even if your voice is quieter than others in the room, it matters. Speak up without fear. That’s how we change cultures, by showing others it’s safe to be themselves.
Finally, what do you think will define exceptional customer experience in the next 5–10 years?
There are four key drivers; trust that I believe with grow as ethical behaviour and sustainability becomes at the heart of brands, personalisation, truly recognising customers as individuals, seamless interaction as connected experiences across all channels becomes the norm and foresight, solving problems before they happen.
For example, imagine your utility company calls you to explain your bill is higher this month and offers a solution. That’s where we’re headed, and we’re helping our clients get there.
Corinne Ripoche’s blend of vision, integrity, and practical action is exactly what the retail industry needs right now. As she puts it best: “If we can lead with empathy, technology, and truth, we don’t just build better businesses — we build a better world.”
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