We’re delighted to announce that the collaborative transformation of easyJet’s customer communications strategy has been recognised with a prestigious BIMA Awards in its competitive Travel & Leisure category.  

The bronze award – presented by the British Interactive Media Association (BIMA) in the UK’s longest-standing awards for innovation and impact in digital and tech – celebrates the delivery of a bold, scalable, customer-centric communications ecosystem. The work helping easyJet move closer to its vision of becoming “Europe’s most loved airline” by redefining how it interacts with travellers across all marketing and service touchpoints, especially during travel disruption scenarios. 

“These best-of-breed tools will pave the way for real-time, customer-centric communications at easyJet, making us one step closer to “making it easy for our customers”, by delivering a unified view of the customer enabling the orchestration of marketing and service comms across numerous markets.” Senior Programme & Project Manager, easyJet 

easyJet’s challenge: fragmented, inconsistent communications  

Like many travel businesses, easyJet faced a common significant challenge: fragmented, siloed legacy systems, inconsistent, impersonal messaging and customer experiences, particularly around travel disruption scenarios – when uncontrollable factors like weather or delays impact passenger experience. All of which were impacting customer satisfaction and operational efficiency: the airline estimated poor disruption communication alone was responsible for £98 million in annual losses. To tackle all these issues, easyJet partnered with CACI to lead a transformation of its entire communications ecosystem.  

Taking a system-wide approach through human-centred service design 

 CACI led a comprehensive, multi-stream service design programme, beginning with a full MarTech and strategy audit. This included 17 collaborative workshops with over 25 stakeholders across departments to identify key gaps in technology, data, and operations.  

Leveraging these deep human and technical insights, we then undertook work around data strategy and architecture, marketing contact strategy for general campaign optimisation, disruption communication and customer journey mappings.  

Activating a customer-centric strategy built on real-time data 

Transforming strategy into operational value for easyJet was at the heart of our work. This saw us define scalable customer data foundations built on behavioural and demographic customer insights, and build a real-time, event-driven, personalised communications platform in a complex MarTech implementation that integrated more than 10 systems, enabled 200+ behavioural data points and migrated 40million-plus customer profiles. 

With disruption communications a critical part of the wider transformation strategy, we also designed a new end-to-end customer journey blueprint for disrupted travellers and delivered a comprehensive toolkit containing more than 200 actionable recommendations, covering customer experience improvements from self-service and front-line tooling to service resolution capabilities like welfare and baggage handling.  

Internal teams were also empowered and equipped to manage the new platforms and collaborate cross-functionally: positioning easyJet to lead the airline industry in disruption comms. 

The results? Transformative, sustainable marketing and operational efficiency gains  

The programme delivered immediate commercial success, validating CACI’s service design and scalable framework. 

Clearer, more empathetic messaging during disruption, reduced refund requests, improved CSAT scores, and enhanced campaign performance — including a 21% increase in click-through rate and more than double the revenue per email during their major Winter Sale. This work helping easyJet build long-term trust and lead the category in customer-first disruption management.  

The programme also empowered internal teams with better tools and strategies embedded into the scalable future-proof communications framework – resulting in a lighter operational and carbon footprint that helps meet easyJet’s corporate sustainability goals.  

Ananya Sadera, Senior Vice President, Experience & Transformation at CACI, reflects on the BIMA Awards win for easyJet:  

“This BIMA Award is a testament to the dedication of the CACI and easyJet teams. By aligning data, technology, and strategy, we have delivered a transformative communications ecosystem that not only drove exceptional marketing ROI and set a new standard for disruption communications in the airline industry.” 

This award-winning programme shows what’s possible when service design, data, and technology come together. If you’re exploring a similar transformation or want to learn more about our collaborative approach, get in touch, we’d be happy to discuss how we can help you deliver meaningful impact. 

We’re deeply proud to announce that CACI had three projects shortlisted – winning two major honours – at the prestigious 2025 Engage Awards  — the leading celebration of innovation and excellence in customer, employee, sales and marketing engagement.

Alongside customer experience leaders including Octopus Energy, LV and HSBC, we achieved an incredible win in the Overall Customer Experience Excellence Award for the inclusive service design and digital transformation project with Civil Service Fast Stream.

We were also recognised with a Highly Commended in the Best Customer Centric Strategy Award with easyJet’s communication ecosystem transformation. In addition, our collaboration on the College of Policing’s groundbreaking initiative to support victims of sexual crimes was shortlisted for the Best Use of Innovation in Customer Engagement Award.

The recognition and projects truly reflect CACI’s deep commitment to solving complex organisational challenges and creating meaningful human experiences across the private and public sectors through strategy, data, inclusive design and technology expertise.

More about the recognised projects

Winner – Overall Customer Experience Excellence Award – An inclusive online experience for Civil Service Fast Stream

CACI’s transformation of the Civil Service’s Fast Stream Assessment Centre – a process to select talented candidates for its flagship career development programme – redefined inclusive recruitment at scale. By replacing often-intimidating, paper-based assessments in person with a fully digital, empathetic, dynamic, user-centred platform, the project removed barriers for disabled, neurodiverse and lower socio-economic candidates, improved operational delivery, and elevated the experience for thousands of applicants. The results speak for themselves:

• 63% increase in successful candidates with disabilities
• 120% increase in success rates for minority and lower socio-economic groups
• 94% of candidates report an engaging experience
• 13 industry awards won and now a flagship model for inclusive service design in government.

“CACI was instrumental in helping us achieve our project goals on time and within budget. Their attention to detail, problem solving abilities, and proactive approach to addressing challenges were truly impressive. Not only did the CACI team deliver high-quality work, but they also maintained excellent communication throughout the project, seeking feedback to ensure that the project was aligned to our vision.” Civil Service Fast Stream

Highly commended – Best Customer Centric Strategy – Revolutionising easyJet’s communication ecosystem

easyJet’s collaboration with CACI reimagined its disruption communications strategy and MarTech ecosystem to put the customer firmly at the heart of every interaction. Using a human-centred approach and deep behavioural and demographic insights, the project delivered a scalable, real-time communications platform supported by a new end-to-end journey blueprint and a toolkit with over 200 tactical recommendations for disrupted travellers.

The result? Clearer, more empathetic messaging during disruption, reduced refund requests, improved CSAT scores, and enhanced campaign performance — including a 21% increase in click-through rate and more than double the revenue per email during their major Winter Sale. This work helping easyJet build long-term trust and lead the category in customer-first disruption management.

“These best-of-breed tools will pave the way for real-time, customer-centric communications at easyJet, making us one step closer to “making it easy for our customers”, by delivering a unified view of the customer enabling the orchestration of marketing and service comms across numerous markets.” Senior Programme & Project Manager, easyJet

Shortlisted – Best Use of Innovation in Customer Engagement Award – Supporting frontline officers and transforming victim experience for the College of Policing

CACI’s collaboration with the College of Policing on the Operation Soteria project delivered a pioneering Progressive Web App that gives frontline officers secure, real-time access to national guidance on rape and serious sexual offence investigations (RASSO) — even in low-signal, high-pressure environments.
Designed with officers, legal experts and DEI specialists, the intuitive, inclusive app uses AI-powered natural language search and role-based filtering to deliver verified answers instantly. It’s shaping how policing guidance is accessed — removing friction, improving consistency, and empowering officers to act with assured, trauma-informed victim sensitivity.

Making an impact on customer and employee experience

Across these projects, one theme stands out: the need for great human experience is universal.
Whether helping an airline communicate during disruption, enabling police officers to access critical guidance, or transforming graduate recruitment for inclusivity, CACI delivers solutions that combine strategy, technology, data and human insight. We don’t just build platforms — our specialists build confidence, clarity, and connection fit for tomorrow’s world.

“This winning recognition is a testament to the power of co-creation, empathy, and innovation. We’re so proud of this recognition and grateful to our clients – Civil Service Fast Stream, easyJet and the College of Policing – for trusting us to deliver change that matters. Congratulations to all Engage Awards winners and finalists. Together, we’re shaping a future where every interaction counts.” — Ananya Sadera, Senior Vice President, Experience & Transformation, CACI

So, if you’re looking to build connections and brilliant experiences for your customers and colleagues, please do get in touch. We’d love to be celebrating an Engage Award win with you in 2026 and beyond.

Today, almost all crime has an associated digital element.

With digital’s rapid expansion showing no signs of slowing, digital forensics – identifying, recovering, analysing, and investigating data stored electronically – is mission-critical to effective modern policing.

The (r)evolution of crime in a digital age

The 4th Industrial Revolution has blurred the lines between physical, digital, and biological spheres through technologies like AI, robotics and virtual reality, causing a seismic shift in the crime landscape. An example from earlier this year, involves Global engineering firm, Arup, who suffered a £20m loss due to a ‘deepfake’ scam using AI-generated digital clones of its Chief Financial Officer and other employees to ‘authorise’ the transfer of funds to the criminals.

While the crime was traditionally classified by Hong Kong police as ‘obtaining property by deception’, traditional forensic investigation methods such as fingerprint analysis or lifting fibres from the scene of the crime couldn’t be applied in this instance.

Often crimes like cyber-attacks, online fraud, terrorism and child exploitation, leave only a digital footprint or one that’s pivotal to solving the case. This explains why digital forensics (DF) is rapidly emerging as the cornerstone of an effective policing ecosystem.

The role digital forensics can play in modern policing

Digital forensics empowers policing professionals by enabling them to piece together narratives that shed light on the who, what, when, where, and how of criminal activities by:

• Uncovering hidden evidence: deleted conversations, sophisticated, encrypted financial transactions or incriminating images on the dark web can all be uncovered using DF methods and tools.
• Linking suspects and crimes: whether its tracing digital interactions across organised crime networks, social media posts placing suspects at the scene of a crime or private messages between accomplices in planning it, DF can be used to uncover evidence that builds a picture of events.
• Providing timelines and corroboration: DF can use metadata attached to images and audio files to establish a clear chronology of events and corroborate – or refute – witness testimonies and alibis.

Clearly, as the digital revolution has irrevocably changed crime, a robust digital forensics capability across policing benefits not only law enforcement, but society a whole.

So, what’s the current state of play?

The scale of the digital forensics challenge

The sheer volume of digital evidence is overwhelming.

Using the headline statistic from the National Police Chiefs’ Council that 90+% of all crime has a digital element , and basing it on the ONS’ 6.7m total crime case number for 2023. Assuming just one digital device per case, that’s 6m devices per year that require investigation: an average of 140,000 devices for each of England and Wales’ 43 territorial forces.

Even if just 10% of those crimes warrant police Digital Forensic Units (DFUs) investigation, that’s 14,000 devices each. We know that the current digital forensics backlog is huge, untenable and risks damaged public trust in policing effectiveness alongside impacting case prosecution times and as society’s digitisation continues, the challenge can only increase.

Three solutions to improve policing ecosystem digital forensics capability

Building DF capability in the policing ecosystem is now a strategic, operational and reputational imperative, going beyond the application of technology, also requiring investment in people and process.

Fostering Expertise

Forces have made great strides to address the challenge with more Digital Hubs, Kiosk and Digivans and Digital Media Investigators who can play a demand-reducing triage role around device seizure at crime scenes.

But the current shortage of highly trained digital specialists working in line with Forensic Science Regulator Code of Practice statutory requirements is critical. As Europe’s only ISO/IEC 17043 accredited Digital Forensic proficiency testing provider, we can support forces in assuring digital forensics best practice in line with ISO/IEC 17025 accreditation standards. Add to this upskilling the robust resourcing and finance plans called for by Matt Parr in his HMICFRS report and you have a recipe for success.

Cutting-Edge Technology adoption

The rapid pace of technological advancement requires continuous adaption of forensic tools. DF must be capable of retrieving data securely, efficiently and lawfully wherever it resides, making Cloud forensics a vital focus area, along with Internet of Things (IOT) and blockchain capabilities. AI and machine-learning is now commonplace (unthinkable mere years ago), requiring specialist practice and – potentially – adoption in the DF process. Particularly in areas like image categorisation, though their accuracy and robustness need further validation. Partnering with organisations like CACI, DFUs can ease the burden of trying to keep pace with these advancements in technology.

Promoting Collaboration

Collaboration between police, government agencies, and private enterprises is vital for effective digital forensics at the scale it needs to be. Ironically, as criminals increasingly operate in sophisticated, structured networks with advanced technology and skills, policing is still working in silos. Sharing best practices, standards, and methods, and fostering information exchange can only strengthen the overall DF response.

Open Digital Forensics – a shared vision for the future?

A more collaborative DF policing ecosystem could go one step further, taking inspiration from the UK’s Open Banking initiative. Imagine digital forensics practitioners using standardised tools, methods, and processes, with data stored in a central national cloud repository, with AI and machine learning being used to rapidly triage the vast amounts of data, freeing up investigators to focus on relevant items. This centralised approach would also streamline the UKAS accreditation processes, reducing the burden on UKAS and individual forces.

Big thinking perhaps, but tackling the ever-growing, complex, evolving nature of crime in the digital age, requires even bigger ideas, investment and resource.

Digital forensics is a critical component of modern policing. By investing in expertise, technology, and collaboration, law enforcement can build a robust DF capability that not only meets current demands but’s also prepared for future challenges.

This article was based on a speech given by Damon Ugargol at the City Forum – 2024 Digital Forensics Summit.

To find out more about CACI’s Digital Forensics Laboratory including our uniquely accredited European Digital Proficiency Testing services, just get in touch with our team of experts today.