This thought leadership paper explores AI and Generative AI through the customer experience lens as we move closer to making real on the promise of Gen AI.

The Financial Services Compensation Scheme (FSCS) provides crucial protection to customers of failed financial services firms.

Our customer service innovation team is solving industry-specific problems through technology, analytics and process design.

We're helping O2 to improve and join up the self-service experience for their customers through an award-winning Visual IVR service.

We're helping ŠKODA to get in front of their customers, wherever they are, by streaming the car showroom to their devices.

Our report shows the importance of prioritising workforce resilience and adaptability to allow organisations – and those they serve – to be ready to embrace change.