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.
A talk by Triad
A talk by Phil Webb Head of Software, Smartbox Assistive Technology
A talk by Suraj Kika Chief Growth Officer, Jadu, A Netcall Company
October 2026
The future digital workplace won’t be created by purchasing one new platform. It will require coordinated decisions about people, technology, security, culture, and investment. Our recent whitepaper on the future of Digital Employee Experience (DEX) describes a workplace in which AI agents provide support, digital […]
October 2026
On 7 September 2026, local government secretary Angela Rayner paused the government’s flagship local government reorganisation (LGR) programme after “updated and privileged legal advice”. Decisions for Essex, Hampshire, Norfolk and Suffolk were withdrawn, and plans for fourteen more areas, including Gloucestershire and Devon, were put […]
June 2026
What value do Customer Principles bring? Customer Principles ensure decisions focus on the needs of the customers rather than personal preference. They give everyone in the organisation a shared understanding of how it should feel to interact with their brand, services and products. This can […]
May 2026
Public services work best when collaboration and the people who use them become the centre of how those services are designed and implemented. Yet too often, organisations feel the need to jump straight into solutions. When that happens, teams risk missing the real problem and […]
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 […]
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 […]
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