We explore how public sector contact centres can enhance performance and user experience by prioritising operational imperatives over technology

Between the collapse of 83% of the UK’s department stores, consumers moving online and many high street shops now becoming obsolete, town centres are no longer the beating heart of local economies they once were.

The motor finance and leasing market is moving towards a ‘finance first’ approach, determining affordability ahead of purchase.

In advance of new SPS import policies, we discuss how AI and automation will be vital for compliance for traders and authorities.

We discuss how NHS trusts can achieve real terms savings, without taking on clinical services or making clinical decisions.

How firms must reengineer their CX complaints management around three core principles: data intelligence, operational scalability, and customer-centricity.

Hearing that we had achieved 98% overall satisfaction was probably the first time in my professional career where I have had an emotional response.

One of the things that caught my eye in the Institute of Customer Services UK’s (UKSCI) most recent report on customer satisfaction was the suggestion that a growing number of customers are prepared to pay more for improved service.

UK productivity has been highlighted as an economic weakness for over a decade. Yet, in response to the pandemic, businesses have shown that they can utilise technology to create entirely new ways of working.

Discover how intelligent automation can help UK central government improve citizen experience, increase productivity, and overcome challenges.