It’s that time of year again, when retailers slash their prices for Black Friday, as eager customers seek out the best deals ahead of Christmas.

With The Productivity Institute we looked at practical ways for the public sector to accelerate productivity with a focus on digital transformation.

Getting through to someone who can help is causing financial services customers the most frustration, according to the latest Institute of Customer Service report.

Companies today are dealing with an increasing range of vulnerable customers and should remember that seemingly small changes can have a significant impact.

We’re working with the police and criminal justice agencies to develop and utilise innovative technology that can support victims of domestic violence better.

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.

We’re all now feeling the effects of ‘Covid debt’: physical, mental – and, increasingly, financial.

The consumer desire for a brighter Christmas amidst continuing Covid-19 restrictions has seen a sharp rise in ‘buy now pay later’ schemes, and with furlough ending and depression rates rising, a perfect storm lies ahead for all collections teams as consumers juggle multiple payment demands.

Telecoms organisations face a highly challenging business environment as digitisation continues to fuel the relentless disruption of established business models and practices, to enable increasing competition from new, more agile, entrants and forces constant regulatory changes as the market grapples with the societal shift to living and conducting business online.