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.

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

Simon Freeman and Paul Abraham discuss the challenges that local government has faced during the Coronavirus pandemic and how creating partnerships across the private and third sectors is the key to future success.

Tortoise Media recently held a ThinkIn on how we can already see a landscape of economic and governmental uncertainty stretching ahead of us.