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

Wednesday, September 23, 2026 10:50 AM to 11:40 AM · 50 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
AdobeC46Changing the world through personalised digital experiences. Adobe empowers everyone, everywhere to imagine, create and bring any digital experience to life. From creators and students to small businesses, global enterprises and non-profit organisations — customers choose Adobe products to ideate, collaborate, be more productive, drive business growth and build remarkable experiences.

Registered attendees

Alex Yoxall
Alex Yoxall
Digital Communities ManagerWigan Council
Lucy Shadbolt
Lucy Shadbolt
DirectorPwC UK
Paul Moran
Paul Moran
Head of User Centred DesignDriver and Vehicle Standards Agency (DVSA)