Eight ways local authorities can speed up “time to resolution” and radically transform their citizens’ experience. Levelling the field When it comes to council services, an unhappy customer doesn’t have many options to “take their business elsewhere”. And yet, with 61 percent of residents dissat [...]

There's no one-size-fits-all A few days ago, at a sales and marketing event, there was an interesting debate about why some technology trends mattered more than others. It started with the importance of cloud communications for mid-market businesses and how CIOs could use it to boost business c [...]

Behind the X with 8x8 A few weeks ago our CTO and Chairman was interviewed about the origin of the X Series on UC Today. He gave UC Today a behind-the-scenes look at the mindset and thought processes behind the "X" of 8x8. Q) Tell us About the beginning of 8x8 and how you've grown? 8x8 began i [...]

Equipping frontline council staff with digital tools to deliver better citizen outcomes A few months ago, I wrote about the exceptional experience I got from Amazon’s customer services (read Six Steps for Citizen-Centric Experiences in the Expectation Economy blog). That is the same expectat [...]

Innovation and the "entrepreneurial state"  When people talk about technology adoption and innovation in the public sector, it’s common to hear sarcastic comments, followed by various adjectives for “ineffective”, “wasteful” or “unproductive”. However, I came across a thought-provoking book [...]

What challenges did this public sector organisation have? Like many public sector bodies, they told us that making efficient use of existing resources was a key priority. The organisation's old contact centre system was not fit for purpose. The agency was receiving over 20,000 inbou [...]