GenAI Contact Centres: From Pilot to Proven Practice

The new leadership team: How HR + IT can jointly build your future workforce – Socitm

Authors and contributors: Aisling Jubb, Auralia Edwards, Andrew Rogers
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The future of public service isn’t about replacing staff with machines.

It’s about pairing human talent with digital assistants that take care of the repetitive admin, so your people can focus on work that makes the biggest difference in your communities.

But with new tools popping up everywhere, the risk is a “digital free-for-all.” Multiple platforms. Rising complexity. Security worries. IT stretched thin.

The solution? Managing your human and digital workforce together, from one system of record. 

Whether that’s Workday agents, or agents built on third party solutions such as Microsoft Azure AI Foundry, with Workday HCM + Workday Agent System of Record, you get one clear view to lead, govern, and optimise your teams.

Join this session to:

Lead smarter: Get the insight you need to make confident, strategic workforce decisions.

Stay in control: Govern with consistency, transparency, and the right oversight.

Do more with less: Free your people from admin so they can focus on impact.

Workday’s approach gives councils the tools to build stronger, smarter, more resilient organisations — ready for what’s next?