See the evolving world of technology through our eyes. Here we try to educate, provoke thought and invite your comments.
Written By 
Michael Smith on the 26th of April, 2019
Accenture describe AI as the ‘new era of disruption and productivity, where human ingenuity is enhanced by speed and precision’. Quite correctly, they position it as complementary to human interaction. Part of an evolution, driven by technology.
Continue ReadingWritten By Michael Smith on the 11th of April, 2019
Contact centres fight daily rear-guard actions. Like medieval cities under siege, they withstand bombardment by phone and email, before seeing their unprotected integrity breached by customers on social media.
Continue ReadingWritten By Michael Smith on the 12th of February, 2019
So much is likely to change this year. Some good and some definitely for the worse.
Continue ReadingWritten By Michael Smith on the 20th of June, 2018
#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 ReadingWritten By Michael Smith on the 7th of June, 2018
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 ReadingWritten By 
Rick Hutchinson on the 15th of May, 2018
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 ReadingWritten By Michael Smith on the 1st of May, 2018
Whilst waiting for my car to be serviced, I was reminded how customer service controls consumer perception and impacts brand values.
Continue ReadingWritten By Michael Smith on the 1st of March, 2018
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 ReadingWritten By Michael Smith on the 3rd of January, 2018
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 ReadingWritten By Michael Smith on the 21st of November, 2017
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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