Today’s stressors have forced contact centres in the UK to reevaluate their IT solutions for vulnerable customers. An HGS technology arc (architecture roadmap) that features a people-first, CX platform (such as one by MaxContact) can help advisers relax and focus to better connect with high-needs customers now and as their needs evolve or dissipate.

With the well documented talent shortage across the globe combined with the cost-of-living crisis and impending recession requires businesses to hold their nerve and continue on the path to digital transformation that became a business imperative during the Covid-19 pandemic. A well-designed technology ecosystem that provides the right balances of tech and talent will create a competitive advantage and enable business to thrive whilst many may struggle to survive.