Stories by Simon Hayward
From complexity to clarity: How AI is transforming UK local government
4 days ago
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smart cities
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data analytics
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digital transformation
UK councils ramp up AI spending to boost efficiency and services, but poor strategy and complexity risk wasting taxpayers’ money.
Q&A: How AI helps CX teams stay resilient through the holiday rush
Last month
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uc
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digital transformation
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cx
AI is transforming Christmas CX from chaotic surge to controlled service, helping teams stay resilient, protect wellbeing and meet soaring demand.
The UK's efficiency ambitions face a quiet obstacle, software complexity
Last month
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digital transformation
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hcm
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rpa
UK firms chasing efficiency gains are finding staff lose a day a week to tangled software, undercutting productivity and morale.
Q&A: How software waste and complexity are undermining the UK’s productivity ambition
Last month
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digital transformation
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hcm
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opinion
UK firms waste 20% of software spend and lose 7% of revenue to complexity, hindering productivity amid the Autumn Budget's focus on efficiency.
What Black Friday revealed about retail’s customer service challenges
Last month
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digital transformation
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cx
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martech
Black Friday exposed how rising demand strains UK retailers' customer service, revealing challenges caused by complex systems and ageing processes.
Three signs your company is heading for the customer support squeeze
Wed, 12th Nov 2025
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cx
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martech
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ai
Businesses face a customer support squeeze as rising effort, agent overload, and scale pressures threaten growth and customer loyalty.