At first glance a grant may be viewed simply as money being given to those who deserve and need it. Yet grants are always so much more than this.

It doesn’t seem too long ago that the introduction of interactive voice response (IVR) received a rocky reception with many customers citing that they preferred to speak to a ‘real human’.

We look at public sector digital transformation projects delivered during the pandemic such as the UK Health and Security Agency (UKHSA) Test and Trace programme.

The second year of the pandemic has seen more people in the UK slide further into debt and organisations need to recalibrate their response through empathetic collections.

Treating customers with empathy has been an increasingly important area of focus within the customer experience industry.

A popular online brokerage prided itself on building a customer experience that made trading stocks as easy as swiping right or left to purchase a book online.

Automation will transform most jobs in the insurance sector over the next decade.

Automation can be the key enabler within public sector digital transformation to simplify and streamline service delivery and create better outcomes.

After years of austerity, councils are under increasing pressure to deliver more with less. They’re struggling to find ways of meeting citizens’ demands with contracting workforces and budgets that have been pared to the bone.

We must resist the robots... Should we? There’s no question that the pandemic forced organisations to rapidly introduce new ways of working.