Tim Olsen

Is it time for you to look at automation within your business? Want to implement AI, but not sure where to start or even if your processes are suitable? Why not sit down with us at Agile Automations, experts in automating business processes in every facet of an organisation’s infrastructure. Drop me a message directly and let’s grab a coffee in person or virtually.

6

HMRC: Hyperscale PaaS for Hyperscale Performance. HMRC offers an exemplar blueprint for a Platform Architecture, and how it can enable rapid digital service innovation at hyperscale levels. HMRC's Multi-channel Digital Tax Platform (MDTP) employs Continuous Delivery at scale, operating a cloud platform for over 130 user-facing applications powered by over 1000 microservices. The platform delivered financial support to more than 12 million employed and self-employed workers during the pandemic, processing 67,000 job claims within half an hour and handling 440,000 applications for government grants on the first day of its operation. Learn more in this talk from Ben Conrad and Matthew Hyatt.

1

Clear communication is key for successful NHS transformation projects. In this clip, Aliysha Modi explores effective communication strategies that bridge the gap between technical and non-technical stakeholders and explains how being on-site can enhance real-time interactions and reduce misunderstandings. #NHSTransformation #Communication #DigitalTransformation

12

Join me and innovators from #WalsallCouncil and #Oracle as we discuss how to get even more value from your Oracle Cloud ERP/EPM data. Exploring a use case where the monthly forecasting cycle for Finance and Budget Managers was improved, we also discuss the Oracle Cloud Infrastructure #OCI that underpins the solution and host a Q&A. #Analytics #orclAPEX Beyond Systems Limited

2

Only a week to go to until we discuss doing even more with your Oracle ERP/EPM data - Analytics ... AI ... Applications ... Automotation ... the choice is yours to meet your needs. In just 45 minutes we have great presentations from Walsall Council on a specific local authority use-case, Oracle on the #OCI platform and even me talking about why you should be doing it ... #OracleCloud #OCI #BeyondCosmos

9

Join Customer Experience Foundation on Thursday 26th September at the Savoy Hotel in London where we will be exploring 'The Power of Data in Enhancing Contact Centre Performance' This free event is where CX experts will discuss the importance of how data and automation can revolutionise. If this sounds like something you would be interested in attending then follow the link below and 👉 register today: https://lnkd.in/e72-NTKm #ContactCenter #CustomerExperience #CX #DataDriven #Automation #Efficiency #CustomerSatisfaction #CXLeaders

2

Catherine Wilks, Senior Director at Slalom Manchester, recently discussed 'Bridging the AI Trust Gap' with IT Pro. She emphasises how a lack of trust and understanding has led many to overlook the significance of AI. Recent Slalom research revealed that despite 89% of leaders seeing AI as a top priority, only 61% are actively incorporating it. It's time for a change! Let's work together to develop a reliable AI strategy you can count on! 🚀 Read more now! #AI #Leadership #BusinessTransformation https://slalom.ws/4eZV7Sj

9

🖥 The next generation of CCaaS (Contact Center as a Service) and WFM (Workforce Management) tools enable contact centre operators to be more flexible and dynamic in allocating calls and chats to customer service reps 🚦 The art and science of routing contacts can become a powerful lever to improve performance and staff utilisation ⚡ This week in Service Matters I explore how companies are taking skilling and routing to the next level https://lnkd.in/ebueH57u 📩 Subscribe for customer service trends, news and insights in your inbox every Friday

6

Just under an hour to go! If you are looking to learn more about how Adobe can help you move to a paperless office and save money, signup and find out!

3

💡Did you know that 53% of UK CEOs are sponsoring transformation within their organisation? With 21% of CEOs saying that their organisations won't be economically viable within 10 years on its current path, @PwC UK is working with Salesforce to bring together their expertise alongside Salesforce technology to create solutions that transform your business. Register for the PwC Experience at #SalesforceTour London on Thursday 6 June to discover how your business can deliver intuitive experiences, while prioritising your customers' needs.➡️ https://pwc.to/3VkFixR #PwC_Salesforce #BeTransformative

2

Are you ready to reimagine the future of manufacturing? Discover how PwC UK's intelligent platform for manufacturing can help you liberate your data, reinvent your business model and transform at speed. Find out more here: https://bit.ly/3Roq74f #HumanLedTechPowered #BeTransformative #CloudTransformation

4

Are you ready to reimagine the future of manufacturing? Discover how PwC UK's intelligent platform for manufacturing can help you liberate your data, reinvent your business model and transform at speed. Find out more here: https://bit.ly/3Roq74f #HumanLedTechPowered #BeTransformative #CloudTransformation

4

Great article! I agree 100%, having completed many tenders, the only questions asked that tend to be people-centric are "Is training provided?" and "Will post go-live support be included?". I've never seen questions such as "Is the user interface designed for users with varying needs?" Having spent a decade or more implementing enterprise solutions for the NHS, something often missed is explaining the "why" to our users and ensuring they understand the vision so they are bought into the solution not just part of it. We should spend time advertising the benefits that resonate directly with the individual user. In many circumstances, I've seen solutions make one user group's job harder but another's significantly easier, but the trade-off is never discussed openly. People matter.

2

The Software Institute is a supplier to enterprise businesses with vast technology stacks, where we upskill your own performance analysts and platform engineers to support your business. Further to this we can provide options to train and transfer our own academy trained specialists to become your own FTE.   We have our Academy Model (Recruit, Train, Retain) – Where we provide you with bespoke accredited resources from our enablement program, in any geography, with options to transfer to permanent employees. A model we have successfully delivered to clients of Fortune 500+ globally already. We also offer delivery squads. Our delivery squad model helps you deliver on project work with senior experts while bringing bespoke permanent technology & operational engineers into the business, with options to transfer these resources to permanent employees. Senior resources provide operational oversight for junior resources and can take accountability and ownership of outcomes and delivery. And finally, we provide workforce upskilling & continuous professional development (CPD) - Provide upskilling to the existing workforce in the form of a CPD program. If of interest, we can schedule some time to discuss further, as we are changing the face of enterprise business and tech stack anxiety one business at a time. #TheSoftwareInstitute #NetBuilder #TechInnovation #SoftwareDevelopment #DigitalTransformation #AIandCyberSecurity #FutureOfWork #TechLeadership #Industry4_0 #NetworkingProfessionals #johngdryden

16

Great examples of using technology, and in particular AI to drive improvements in the customer experience at utility week live, NEC, Birmingham - Sponsored by Paragon. Jo Causon, CEO of the customer service institute set the scene - multiple challenges satisfying utility customers with a significant downward trend in customer satisfaction from early 2023. Jo explained the high levels of waste and lost productivity in servicing problems and complaints....BUT...the opportunity is there for those who grasp it...there is a "customer service dividend" for those who do get it right - 40% profitability increase, 7% higher revenue and increased productivity. Jo's view was that technology is a real differentiator - but the tech isnt where it needs to be - for example, 58% of customers have to speak to someone face to face after speaking to a chatbot. Customers really value great access to their information and fast responses, but are concerned about not being able to speak to someone. It was great to hear Jo championing the role of technology but did call for a "step change" in the performance of newer technologies. This set the scene nicely for Alison Jaap from OVO who gave us some inspirational insights to the adoption of AI to drive customer service. Alison leads customer service and positioned AI - explaining the importance of being business rather than technology led - i.e. "what business problems do we have that technology can help solve?". Three great examples were presented in various stages of adoption: (1) The use of AI to drive out root causes of customer complaints. Every day they extract customer interactions and complaints and run it through AI models. What i loved about this was that the first time this was done, nobody believed the AI insights - after manual inspection the AI insights were validated as correct. (2) The implementation of a "co-pilot" that works with customer advisors on calls, which records the script (helping interpret different accents!), and provided real time help and knowledge to the advisors to make informed decisions in the moment. (3) Management of customer service advisor demand and supply matching, so that peaks and troughs in customers services calls can be levelled out but allowing advisors re-use capacity for other activities to maximise productivity. There is still learning and challenges to work through but these really showed the "art of the possible". So in summary, utilities have a significant challenge to rebuild customer satisfaction, but industry can respond through business led technology adoption. https://lnkd.in/eqjsnx98 #UWL24 At Credera, we work with lots of companies to get their data strategy, architecture and data quality right to provide great foundations for new technologies such as AI. Feel free to reach out!

10

Recovering troubled programmes 🔥 - At Axiologik, we work with many organisations to identify the struggles and problems within their transformation programmes. Check out 8 key areas and questions you can ask yourself to fully understand how your organisation is performing, changes you can make to improve, and how to achieve better outcomes. #digital #transformation #programme #delivery #recovery #axiologik

4

Did you know that IBMs Watson provides us with AI generated insights at Wimbledon? ➡ By combining the power of hybrid cloud and enterprise-grade AI, IBM transform over 2.7 million Wimbledon data points into insights, automates key business processes and secures Wimbledon's digital operations. ➡ This year, some of the most compelling stories of the tournament will be told with the help of IBM watsonx, the enterprise-ready generative AI platform. ➡ AI-powered fact sheets are used to generate meaningful insights – including a player’s likelihood to win their upcoming match-up. 😲 #ai #wimbledon #ibmwatson #watsonx

2

Verint's #OpenCCaaSplatform is a game-changer for smart organisations looking to transform at their own pace. It's a 'Blockbuster' solution that empowers businesses to innovate, drive value realisation for the long term, and stay ahead in their game. Do you want to discover how Verint customers are leveraging their engagement data, utilizing open and generative AI, and embracing best-of-breed applications with #SpecializedBots to power #CXAutomation in their organisations? Follow the link to learn more and see how the Verint Open CCaaS Platform will benefit your organisation: https://lnkd.in/epYtt3Tw

14

Is every customer experience better when it's faster? Our latest blog by Geoffrey Doran and Dominic Quigley explores the merits of ‘Slow Design’ and how it creates meaningful and sustainable customer experiences. How to find the perfect balance between efficiency and impact. Read the full blog here: https://bit.ly/4eMsub9 #NTTDATA #SlowDesign #CXDesign #Automation

2