Digital by Design, Human by Necessity: Reimagining the multichannel experience

Wednesday, September 23, 2026 10:50 AM to 11:30 AM · 40 min. (Europe/London)
Citizen Experience
Panel
DigitalisationDigital ServicesInnovationCentral GovernmentDigital Inclusion

Information

  • From personalisation to prediction: How front-line teams can use real-time data to anticipate citizen needs, moving from reactive support to proactive service delivery?
  • The ethics of automation: Maintaining the 'human in the loop' while scaling front-office efficiencies through AI agents and automated triage
  • The multichannel reality: Ensuring telephony and in-person support remain integrated with digital workflows
Day
23 September 2026

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