How data and AI will transform contact centres for financial services 

Contact centres for financial institutions have traditionally been a core touch point for customers to access various types of immediate support – from queries to complaints to fraud alerting. Today their role hasn’t necessarily changed. However, the value organisations place on them certainly has. The focus is shifting from fitting customers around business processes to Read more

Part 2: The role of technology in helping communities to level up 

Previously, we explored how data sharing will help ICSs to level up their care. We looked at how improving collaboration and proliferating best practice will ensure all individuals – regardless of their circumstances – can access the highest quality services. Now, we’ll look at the role of technology in underpinning collaboration and in driving more Read more

Part 1: The role of data in helping communities to level up 

What does levelling up actually mean? In the health and care context, the term means better services and better care for all. It ensures all communities can access the very best services. Also, it makes sure no individuals, or individual segments of the population are left behind. The challenges The last couple of years has Read more

Virtual wards, real world benefits 

Sometimes it takes a crisis to fully grasp an opportunity. Virtual wards were invented in the early 2000’s by Dr Geraint Lewis, now Director of Population Health at Microsoft. Despite that, it’s only in the last few years that they have taken the NHS by storm. Virtual wards help reduce hospital admissions, keep patients safer, Read more

How to turn data insights into action 

Over the next three years, global data creation is projected to grow to more than 180 zettabytes. One zettabyte is approximately a trillion gigabytes. To visualise it, let’s turn a gigabyte into a brick. 180 zettabytes would build around 46,475 Great Walls of China. Organisations that can connect and use their data are more resilient Read more

How to turn your sustainability ambition into action 

We know from the latest IPCC report on climate change that we have a very narrow window of time to ensure we achieve our global goal of operating within a 1.5-degree climate rise. The impact of not doing so will have devastating consequences for global temperatures, drought impacting food security, and flooding and sea level Read more

The developer-customer connection: Why dev-centred cultures are customer-centric cultures 

Customers in today’s world expect a seamless interaction with a business. Because of this, your organisation’s essential business processes and interactions with customers, partners and employees increasingly depends on tailored innovative digital solutions. The teams who develop and manage these solutions – developers – are at the heart of the organisation. They’re critical in enabling Read more