Learning from the Front - Digital Transformation Webinar Series
Learning from the Front is a practical webinar series which aims to share what digital transformation really looks like in practice - beyond policy, theory or polished success stories. The series features people who have actually led or delivered digital change in real settings, sharing candid reflections on what worked, what didn’t, and what they wish they’d known at the start.
Crucially, this series recognises that national strategies are delivered through people. Digital transformation succeeds when leaders, managers and frontline staff are supported to change ways of working, adapt to uncertainty, and learn as they go.
Episode 1: Using AI tools for complaint management
Tuesday 26 May (13.00 – 14.00)
Handling complaints well is critical to building trust, improving services and learning from what matters most to people. Yet complaint management in health and social care is often time‑consuming, emotionally demanding and constrained by limited capacity.
Amy Walker, Innovation Project Manager from NHS Forth Valley, will lead this session and showcase how they have used artificial intelligence (AI) tool responsibly and ethically to support complaint management - not by replacing human judgement, but to help teams work more effectively and consistently.
Click to register or watch the recording
Episode 1
Tuesday 26 May
Episode 2
tbc
Episode 3
tbc
What the sessions are about
Sessions focus on learning from real-world experience. Speakers talk openly about:
- Leading or contributing to digital transformation in complex environments
- The realities of doing transformation work alongside day-to-day pressures
- Decisions, missteps, and trade-offs that shaped the journey
- Practical lessons others can take into their own context
There’s no expectation to have all the answers. The value lies in honest reflection and shared learning.
By the end of each session, you will:
- Feel reassured that digital transformation programmes are rarely straightforward and often take unexpected paths
- Learn some practical lessons from someone who’s been/going through it
- Take away 2–3 specific insights you can apply in your own role or organisation