The Gherkin, London - Thursday 10th October 2019 (12:00 - 15:00)

All public sector organisations are looking to make it easier for customers to access services online through digital channels while traditional channels such as phone continue to represent a significant proportion of demand. At the same time, austerity necessitates the need to reduce the cost to serve and improve end to end process efficiency. Many are still struggling to deliver efficient end to end services across multiple channels.

One reason is that digital services are often designed from a departmental or service perspective - making it hard for customers to find the information or service they want and easier for them to pick up the phone. Instead, digital-first strategies must be designed from the customer or user perspective, so that information and services can be both easily found and, in the case of services, successfully completed.

Another reason is that organisations have been constrained by their choice of technologies and partners which has hampered their ability to deliver re-engineered services effectively and in a cost-effective and sustainable way.

Verint has been helping public sector organisations deliver their customer engagement strategies across the world for many years, but the latest generation of Verint's solution for government takes this digital-first customer service transformation to a whole new and exciting level. One such customer implementing this solution is the City of Edinburgh. Join us and our guest speaker - Nicola Harvey, Head of Customer & Digital Services at the City of Edinburgh - for this free to attend lunch discussion and hear how this capital city is revitalising delivery of services to its customers.


  • 12.00 Registration
  • 12.15 Lunch & networking
  • 12.45 Welcome, introduction and scene setting from David Moody at Verint
  • 13.00 Nicola Harvey from City of Edinburgh Council will show how her authority is delivering its customer digital enablement programme whilst at the same time improving efficiency within the authority. The session will also explore benefits and learning, with an opportunity for round table discussion afterwards.
  • 14.00 Round Table Discussions
  • 14.45 Wrap Up
  • 15.00 Close
Nicola Harvey
Head of Customer & Digital Services
City of Edinburgh
David Moody
VP & GM EM Professional

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