Carl Woodward: Dos and Don'ts when building a digital proposition

Over the past few years, we've seen promises made through the great digital revolution, which have frequently failed to deliver to our clients the customer satisfaction and efficiency improvements expected.   We've seen outsourcing and offshoring pursued and robotics designed to automate previously manually intensive processes. Many of these have delivered benefits, often to the cost base, but sometimes at the expense of the customer experience. We'll continue to see digital innovation throughout 2022 and beyond as machine learning evolves (and learns!), artificial intelligence takes ...