The Evolution of Voice CX in Citizen Services

LIVE WEBINAR | 12th February 2026 | 11.00 - 11.50 GMT

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Voice is where citizen trust is built - or lost. This webinar brings together leaders from local government and citizen services to discuss compliance, AI ethics, cost pressures, meaningful voice metrics, and inclusive service design in public sector voice operations.

How organisations are responding to citizen demand, adapting to regulation, and benefiting from innovation

Join senior leaders from citizen services organisations as they explore:
 

  • The current state of the voice channel, including how organisations are balancing cost pressures with rising citizen demand
     
  • How organisations are addressing challenges and unlocking opportunities through performance measurement and continuous improvement, effective approaches to citizen data privacy, compliance and the handling of audio, and the design of inclusive voice services that support vulnerable citizens and colleagues.
     
  • The role of AI in the voice channel, and how organisations are finding the balance between supporting staff and driving efficiencies

The panelists

  • Debbie Coveney, Head of Customer at Royal Borough of Greenwich
     
  • Sarah Williams, Director of Customer Experience at Westminster City Council
     
  • Alex Jones, Head of Contact Centre Services at Sopra Steria
     
  • Graeme Wright, Commercial Director at Citizens Advice Northumberland
     
  • Moderated by Tom Darnell, Chief Operations Officer, IRIS