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Customer Experience Excellence Report UK 2024/25
It is a difficult time for public services, post pandemic, raging inflation and an all-time high national debt with citizens demanding ever higher performance from government and public services as they compare public sector performance with that of the private sector.
This has led to an intense focus on public sector productivity. Doing more with less. Aging systems, processes and restrictive procedures and working practices provide a significant barrier. As does a reluctance to embrace new thinking and new ways of doing things.
"The human element of public sector delivery always remains critical given the broad spectrum of emotional vulnerability and accessibility challenges. While each human interaction counts and our research has shown is the greatest driver of satisfaction – citizens are also crying out for substantially improved simple, seamless digital experiences, better ongoing recognition of their circumstances and access to the right advice at the right time."
Jo Thomson, Partner, Customer & Digital Consulting –
Infrastructure, Government & Healthcare