Insights and Resources

‘Ready Player One’, the book (2011) and movie (2018), is a view of a dystopian world where Virtual Reality (VR) is so compelling it has taken over from real life.

It’s often said that transformation starts with the customer. The consensus is that digitalisation should fundamentally seek to serve the customer better by reducing friction.

Data is the oil of the digital age. It helps power our economies, provide us with e-government services and - as we've seen from Facebook/Cambridge Analytic scandal - has become a valuable commodity in its own right. 

If ever there was a pivotal moment in the future of digitalisation that time is now. The Cambridge Analytica Facebook scandal, which has sparked controversy over foreign state interference and election rigging, has far wider implications.

Almost by definition ‘new’ technology doesn’t (or at least shouldn’t) stand still. For it to continue to be useful to the user it must evolve and stay relevant to their business needs and provide an excellent user experience.

As we continue to move forward in a world where customers want bigger and better levels of engagement and interaction with organisations than ever before, the importance of an effective feedback and complaints management process is growing, too.

All organisations who provide a service to customers will inevitably deal with complaints and unfavourable feedback from time to time; no operation can deliver fault-free customer service all the time, however hard they may try.

Blockchain may be one of the most hyped terms in business technology, but for good reason - blockchain is proving to be a huge disrupter across most business sectors and industries.

With more and more public services moving online, are certain sectors of society being left behind?

Mobile working is nothing new, but thanks to advances in technology and organisational thinking, more employees now have the ability to work effectively while out of office, which is helping them to exceed their customers' expectations.

When dealing with aging technology systems, multiple stakeholders and internal challenges, it can seem difficult to find a budget friendly and efficient method of achieving a high level of service and accountability.

Digitising government will have its challenges due to the need for high levels of compliance, large volumes of personal data and a diverse range of mission-critical responsibilities.