Leveraging AI for customer experience is the new battlefield. In today’s competitive landscape, customer experience is the ultimate battleground. AI offers powerful tools to personalise interactions, anticipate customer needs, and deliver exceptional service. Leaders can use AI to tailor marketing messages, create frictionless buying journeys, and proactively address customer concerns before they arise. This topic offers examples and talks about leveraging AI to elevate the customer experience, to build brand loyalty and to gain a significant edge over your competitors.
April 2026
At Swindon Borough Council, the waste and recycling team have seen it all. From the days of chaotic queues at the tip and frustrated residents, to a streamlined, accessible and fully digital experience that local residents now describe as a “godsend”. At the heart of […]
April 2026
Most AI systems are still designed with ideal conditions in mind. They assume fast connections, English-speaking users, and a level of familiarity with digital tools that allows people to navigate interfaces and structure queries in ways systems can easily interpret. From a technical perspective, that […]
April 2026
I’ve sat in enough “digital transformation” meetings to recognise the pattern: we talk about platforms, process redesign, data maturity, governance, adoption. We map the operating model. We choose the tooling. We measure efficiency. And then—somewhere between rollout and reality—everything hits the same bottleneck. A person […]
March 2026
For years, website search has been viewed as a basic function or a nice-to-have, rather than a strategic asset. Most of the time, they function ok – it exists. Since it rarely draws attention when it fails, it’s often left unchanged. But for many organisations, particularly those […]
February 2026
In an era where expectations for instant, accurate, and personalised responses are at an all-time high, organisations across both public and private sectors are turning to AI agents to transform how they deliver customer service. Whether it’s a local government office handling resident inquiries, a […]
February 2026
As Councils continue shifting more services online, one message is becoming increasingly clear. Robust systems for tracking and analysing performance is a must. Yet many local authorities still rely on basic analytics, or none at all, to understand how residents use digital services. The result […]
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