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.

Estonia is a small ex-Soviet country in Northern Europe that has a population of only 1.3 million, seven times less than London.

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.

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.

The devastating pandemic and its consequential lockdown have undeniably catalysed digital progress and cross-industry transformation, forcing all of us to look, forecast and plan ahead in ways that were perhaps inconceivable prior to March 2020.

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

Local government exists to serve local people, businesses and those who visit, either to work or for recreation.

Introducing the digitally connected organisation.

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.