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UK Public Sector Seeks Unified, Secure AI CX Solutions Amid Budget Constraints and Legacy Tech, Says 8x8 Report
Fresh Analysis Highlights Integration, AI-Readiness and Security as Shared Public Sector Challenges, with Significant Disparities in Adoption and Readiness
About this update from 8x8 Inc
[{"type":"text","content":"\nFresh Analysis Highlights Integration, AI-Readiness and Security as Shared Public Sector Challenges, with Significant Disparities in Adoption and Readiness Across Verticals\n\n CAMPBELL, Calif.--(BUSINESS WIRE)--\nThe UK public sector is facing a barrage of demands to increase use of AI, improve remote working options, and toughen security while dealing with challenging budgets and desires for improved stakeholder and citizen experiences. That’s the findings of a new report from analysts Cavell Group and 8x8, Inc. (NASDAQ: EGHT), the industry's most integrated platform provider for CX that combines Contact Center, Unified Communication, and Communication APIs.\n\nThe 2025 UK Public Sector CX Report lays bare the glaring gaps in digital maturity, strategy, and frontline service capabilities across local government, housing, healthcare, and education. Highlighting the fragmented state of citizen engagement, the report shows common pain points but also the capabilities needed to define who thrives and who fails in the next wave of public sector transformation.\n\n“More than 80% of respondents are currently changing or intending to change their contact center provider in the next two years,” said Jamie Snaddon, EMEA Managing Director at 8x8, Inc. “That means there’s a chance to deliver a better future for public engagement for the majority – but the clock is ticking.”\n\nCommon pain points in the UK public sector\n\nThe research uncovered several trends that consistently affect all four sectors surveyed:\n\n\nCitizen Communication Habits Remain Omnichannel: Despite digital advances, email (74%), phone (68%), and face-to-face (66%) remain the top contact channels. Social media (52%) and live chat portals (45%) are gaining traction.\n\n\nPlatform Sprawl: 31% of all organizations said their biggest internal communication challenge is that staff are using multiple, disconnected platforms. Integrated, all-in-one solutions remain the exception rather than the norm.\n\n\nAI and Data Integration Pressures: 47% expect policies to encourage more AI usage within three years. Meanwhile, 74% have been tasked with increasing integration with other government bodies by 2030.\n\n\nSecurity and Compliance Focus: 33% said AI has forced an increased focus on data protection.\n\n\nMetric Evolution: Organizations are rethinking success, moving beyond ...