See the evolving world of technology through our eyes. Here we try to educate, provoke thought and invite your comments.

Delivering bespoke solutions for Enterprise: the role of the SaaS 'service partner'

Henry Ford is purported to have once said, ‘a customer can have a car in any colour they want as long as its black’.

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'I'm A Lover Not A Fighter': Helping Customer Support Agents & Colleagues Protect Your Brand

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.

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Can retailers become nimble providers of heartening experience in 2018?

​Forrester’s ‘Why 2018 Is All About Customer Experience For The Retail Industry’ has something of a Groundhog Day feel about it.

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It's never too late to improve customer experience & service

As we rush headlong into Q4, retailers & brands place fingers in ears and hope that planning, buying and promotion delivers against expectation.

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Why SaaS needs its solution providers: The push for Enterprise

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.

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What CX lessons can we learn from Election 2017?

Never over-promise and under-deliver. Always under-promise and over-deliver. Rules which are core to providing a lasting and positive experience that have been forgotten during this current election campaign.

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How Which? Editorial and Digital Support has been combined to monetise customer journeys

Which Computing are one year past the launch of their intelligently designed Help Centre and according to Editor, Richard Parris ‘we wouldn't be without it’.

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The importance of reducing customer effort

In an ever-increasingly chaotic world, helping your customers create more time and space in their lives by reducing the effort required to communicate is paramount to the success of a brand or organisation.

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The Big Push - Article 50: an ongoing customer experience & service challenge for Government?

Having pulled the trigger on Article 50, the next couple of years will be an interesting period for the UK Government. After all, we the voting British public are in many ways customers who need to be listened to, managed in a positive way and whose loyalty the Government must ultimately seek to retain if it wants another term.

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Follow your digital leader: how you can profit from a disruptor

​We were always taught at school that their was no crime more heinous that copying someone else’s work and handing it in as your own. Yet, having read McKinsey’s white paper entitled ‘‘The Case for Digital Reinvention”, I reached the conclusion that their recommendation to organisations impacted by disruptors such as an AirBnB or an Uber is to do just that and follow the digital leader.

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