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AI is becoming impossible to ignore across the rail industry. From operational planning to passenger services, there is growing pressure on organisations to demonstrate how they are preparing for a more intelligent, customer-focused future. But as Great British Railways (GBR) continues to evolve, there is a risk that the industry becomes too focused on future AI innovation

AI continues to dominate headlines. From boardroom debates to government policy announcements, organisations are being told the technology will transform the way they work. Yet much of the conversation still focuses on future possibilities rather than what’s already happening in practice.

Imperial College Healthcare NHS Trust and The Hillingdon Hospitals NHS Foundation Trust have launched an AI-powered Patient Service Centre with Netcall, giving patients faster, more flexible access to support via phone, email, web chat and messaging. The platform improves efficiency, reduces administrative pressure, enhances accessibility and supports future NHS innovation.

Across industries, CIOs are being asked to deliver two outcomes that often feel at odds: Drive innovation while improving operational efficiency. On paper, it sounds reasonable. However, in reality, it is a constant balancing act.

New AI-powered features help organisations rapidly create, search and transform business processes, reducing the time between business ideas and deployment.

LGR is coming, and with it one of the biggest structural shifts the sector has faced in decades. The temptation is to treat reorganisation as a catalyst for sweeping digital transformation, but the immediate challenge is far more fundamental. When vesting day arrives, residents will still expect services to work as they did before. Bins must be collected. Planning applications must progress. Benefits must be processed. Behind the scenes, the technology environments must support those services to transition seamlessly.

Santander UK has extended its partnership with Netcall for three years, continuing to use the Liberty low-code platform to enhance mortgage customer service journeys. The partnership supports ongoing service improvements, operational efficiencies and greater flexibility to meet changing customer expectations and business needs.

Netcall has been included among 40 notable vendors in Forrester Research’s newly published report, “The AppGen And Low-Code Platforms Landscape, Q2 2026”

Chiaro Group and Netcall have announced a new partnership combining Chiaro’s expertise in capturing organisational knowledge with Netcall’s Liberty platform – helping businesses turn insight into action.