Our previous articles have focused on the life and pensions workplace of the future, identifying new organisational structures, and working patterns that take account of the digital revolution we’re living through. Now we’ll turn our attention to the customer experience itself.

Since the onset of the Covid-19 pandemic, the long-term NHS ambition for integrated working has quickly become a reality with cross-agency working to combat the virus.

Covid-19 has forced organisations to reflect on and respond to how they engage, support and communicate with their customers.