Keith Fulford

Whenever I talk to public sector employees, one thing always becomes immediately apparent: that they genuinely want to help people, by providing a great, cost-effective service to the general public.

I’m in the fortunate position of being able to help them do that—even when cost saving is paramount—by using technology to improve service with AI-powered, personalised citizen experiences.

And, with automation taking care of the more mundane tasks associated with contact centres, public sector employees can focus their time and effort on providing a more human, empathetic service experience. It means citizens can always get in touch when they need help, via the channels that best suit them—such as self-service or a human agent—even as demand continues to rise.

While “Sales” is in my job title, making “the big deal” isn’t really what motivates me. Instead, I consider any call or meeting I have with a customer a success if they feel like they’re leaving it more informed.

So, please do get in touch if you’d like to chat about how you can deliver better citizen experiences.