TECHNOLOGY to help bridge the digital skills gap .

Since the program was launched , customers have connected with relatives who live abroad through the use of Skype and been set up on email . Thomas explains : “ Of the thousands of residents who are retired that we deliver customer service to , some of them are very savvy but others aren ’ t . For those , actually sitting down with them and helping demystify a lot of this stuff is helpful .”

Thomas acknowledges that although the industry is regularly overlooked , when things go wrong consequences are high . “ We don ’ t always get it right , but that ’ s important because that takes us through a journey , reflecting on what we ’ re not doing as well as we could do , what we are doing well and that ’ s driving

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