Public sector
AI has exciting potential to help transform resources and productivity in the public sector and healthcare, and there are several examples across the UK Government, NHS, HMRC and Home Office leading the way.
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.
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Download the 2024/25 Customer Experience Excellence report
This year marks the 15th anniversary of our Customer Experience Excellence (CEE) research in the UK. Building on last year's study, “Say hello to your new AI colleague”, this report examines the transformative role of digital and AI technologies in reshaping customer experience. Explore how these technologies can be designed to connect emotionally with customers, build trust, and create a new era of cost-effective, AI-enabled CX.
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