Themed session – Innovation

Using digital tools to upscale service delivery, featuring Age UK

The disruption of 2020 has left many organisations with the challenge of having fewer resources, yet many more people requiring their services. We’ll hear from Age UK about how they’ve adapted as call-centre demand doubled during Covid-19, with a focus on the digital tools that have underpinned their response. We’ll also show some examples of the free tools that are available from Microsoft to help scale up your capacity as you head towards the ‘new normal’.  


Kirsty Moors, Not for Profit and Membership Business Development Manager, Pythagoras


Alongside Pythagoras’ dedicated Not for Profit team, Kirsty has supported over 100 charities and other non-profit organisations to achieve their strategic goals with technology. She has an in-depth understanding of the challenges and opportunities that technology can bring to the sector, and a passion to help charities use CRM intelligently to maximise insight, engagement and impact.



Karen O’Connor, Senior Project Manager, Age UK

Karen is a professionally qualified senior project manager with over 20 years of experience in a variety of senior roles in the technology and regulatory space. She has worked within both the public and private sectors and spent many years designing and managing the development of software and IT systems for financial regulation, using a range of methodologies including waterfall and agile. Karen has managed the full project lifecycle of a number of business systems including HR, gift-aid, management reporting and data visualisation.