Water utility Severn Trent is on an ongoing journey to overhaul the way it keeps in touch with customers, with WhatsApp emerging as the contact channel of choice.
Role reversal - how HMRC's IT team delivered the systems to allow the UK taxman to hand out money during COVID
The UK's tax authority flipped its mission on its head and handed out money to people during the COVID crisis, but that needed a major collaborative effort to get the underlying IT systems in place.
The virus that stole Christmas? Omni-channel retail faces its toughest stress test as Black Friday kicks off the COVID Holidays season
Black Friday looms and with it comes the biggest test for retail in an already overwhelmingly turbulent year. Are major omni-channel retailers ready to cope with the COVID Holidays?
The COVID crisis continues to cast a shadow, but Workday's momentum is still in evidence with some big HCM and Financials customer wins in a strong third quarter.
The people element in the survey found important points that suggest an emphasis on meeting user need is now central to product development. That's good news.
Salesforce data finds new tech becomes top priority for financial services sector as COVID drives consumer behavior shift
The shift to digital and online in the financial services industry is being driven by consumer antipathy to handling money.
An extensive report commissioned by Unit4 contains a number of surprises. Here's our discussion.
Workflow vendor ServiceNow and enterprise collaboration tool Workplace from Facebook aim to reduce friction within the employee experience.
Research announced by an MIT team a few months ago into enabling ad hoc video meetings reveals that there are limited options ahead...
James Norwood, newly minted CMO at iSolved has bold ambitions for the company. Here is our conversation.
COVID and the contact center - how eBay's biggest re-commerce seller musicMagpie has become more efficient during the crisis
musicMagpie is an e-commerce success story, but the onset of COVID brought fresh challenges to how the firm ran its contact center operation. In the event, the crisis has in fact changed a lot for the better.
Mid-market companies should apply a Goldilocks mindset to getting the best fit when selecting a business software supplier, writes Unit4 CEO Mike Ettling
What if you owned your employment history and skills credentials in a way that was both trusted and portable? That would be useful and powerful for both employers and individuals,
Shutting knowledge workers out of offices has only emphasized the shift in power to the frontline staff who deliver the customer experience