Datchet, Berkshire, UK – January 19, 2025 – Jack Rankin MP recently visited the headquarters of ArvatoConnect in Datchet, where around 400 of the company’s approximately 800 UK employees are based, to meet employees and senior leaders and to learn how emerging technologies are reshaping customer service roles in the UK.
The visit focused on how advances in AI are changing where and how customer service work is delivered. Routine, high-volume activity that was traditionally offshored is increasingly handled by digital agents, reducing cost-to-serve and allowing more services to be delivered competitively from the UK. This shift is enabling UK-based teams to focus on more complex, judgement-led and human-centred work.
During a tour of the Datchet site, Mr Rankin saw how ArvatoConnect is combining digital tools with human expertise to support its clients. Leaders emphasised that technology alone does not deliver value; meaningful improvements come from skilled agents, using the right tools and supported by training and clear performance measures that focus on outcomes rather than activity.
During a tour of the Datchet site, Mr Rankin saw how ArvatoConnect is combining digital tools with human expertise to support its clients. Leaders emphasised that technology alone does not deliver value; meaningful improvements come from skilled agents, using the right tools and supported by training and clear performance measures that focus on outcomes rather than activity.
Jack Rankin, Member of Parliament for Windsor, said:
“Seeing first-hand how ArvatoConnect is using AI to strengthen, rather than replace, customer service roles based here in Britain was fascinating. By combining this new technology with skilled people, we can keep high-quality jobs in this country instead of seeing them move offshore.”
A central theme of the visit was workforce readiness. As AI takes on more routine tasks, Mr Rankin heard about ArvatoConnect’s investment in learning and development to help every employee build the skills and confidence needed to exercise judgement, solve problems and deliver the right outcomes for customers. The focus is on supporting people to work effectively alongside technology, such as digital agents, with a strong emphasis on upskilling for evolving roles, while retaining the human understanding that is essential in public-facing services.
The discussion also addressed the growing role of AI and automation across government and public services, which face sustained pressure to improve efficiency while maintaining service quality. This aligns with wider UK government targets, such as achieving at least 5% savings and efficiencies by 2028-29. With significant funding being directed towards these technologies, it is increasingly important that investments are designed around clearly defined outcomes to ensure productivity gains are realised and public money delivers tangible results.
Debra Maxwell, ArvatoConnect CEO, said:
“It was a real pleasure to welcome Jack Rankin MP to ArvatoConnect. AI is bringing profound change to our industry, and while that presents an exciting opportunity, it also comes with a responsibility to bring our people along on the journey. That’s why we place such a strong emphasis on learning and development, transparent communication and collaborative innovation that builds trust, strengthens morale, and helps our teams feel confident and supported as their roles evolve. We’re equally committed to delivering outcomes-led services, ensuring our clients achieve real value for both their employees and the citizens they serve.”
