See the evolving world of technology through our eyes. Here we try to educate, provoke thought and invite your comments.
#CX gets bandied about quite frequently, these days. Anything associated with digital on social media seems tagged for good measure but do people genuinely understand its dynamic and relevance?Continue Reading
For the forward-thinking CIO or CX Director, tech-savvy Millennials and fans of Star Wars, the concept of AI-driven customer service generates real excitement.Continue Reading
First off, apologies for leading with an acronym. But in this instance, I feel the need to evangelise about Application Programming Interfaces (APIs) as they are the silent friend of any stakeholder seeking to transform a legacy or analogue business.Continue Reading
Whilst waiting for my car to be serviced, I was reminded how customer service controls consumer perception and impacts brand values.Continue Reading
Henry Ford is purported to have once said, ‘a customer can have a car in any colour they want as long as its black’.Continue Reading
There is a lot of negativity and hate out there in cyberspace. And it’s not surprising when you consider how we are wound-up and egged-on by national press and media in their fight to hold our attention.Continue Reading
Forrester’s ‘Why 2018 Is All About Customer Experience For The Retail Industry’ has something of a Groundhog Day feel about it.Continue Reading
As we rush headlong into Q4, retailers & brands place fingers in ears and hope that planning, buying and promotion delivers against expectation.Continue Reading
The emergence of innovative cloud-based, software over the past decade has been a big game-changer in global business. ‘Disruptors’ have emerged as latter-day Davids successfully taking on and beating corporate Goliaths at their own game.Continue Reading
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