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.

There can be no doubt the pandemic has altered the emotional make-up of society. Collectively, we are now much more aware of the suffering of others – and how could we not be after seeing lives turned upside down and businesses upended with no sense of rhyme or reason or equity.

Knowing you’re delighting your customers is the holy grail for any business.

At a recent roundtable in partnership with Wired, Doug Brown, Head of Data, Cyber and AI Guild and Chief Data Scientist of Capita Consulting, was joined by Lisa Talia Moretti, a digital sociologist at the Ministry of Justice; Reid Darby, innovation lead at Golden Valley Development in Cheltenham; Carly Kind, Director at the Ada Lovelace Institute and Tavi Kotka, an engineer/entrepreneur and former Chief Information Officer for the Estonian government to discuss data, identity and the digital citizen.

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.

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.

You don’t have to be involved in collections to be aware that the last 18 months have affected the financial circumstances of a huge number of people.

A complaint is a chance to turn an unhappy customer into a brand ambassador as well as an opportunity to improve your services…but only if handled correctly.

An inspirational and illuminating podcast series exploring topics related to customer experience (CX) transformation, such as organisational culture and people, the journey to digital, and data

Customers may be about to become less forgiving. If complaint numbers rise, how are you going to provide a service which meets rising expectations?