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 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.
Continue ReadingWritten By Michael Smith on the 12th of October, 2017
As we rush headlong into Q4, retailers & brands place fingers in ears and hope that planning, buying and promotion delivers against expectation.
Continue ReadingWritten By Michael Smith on the 12th of September, 2017
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 ReadingWritten By Michael Smith on the 7th of June, 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.
Continue ReadingWritten By Michael Smith on the 16th of May, 2017
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’.
Continue ReadingWritten By Michael Smith on the 28th of April, 2017
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.
Continue ReadingWritten By Michael Smith on the 30th of March, 2017
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.
Continue ReadingWritten By Michael Smith on the 7th of March, 2017
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.
Continue ReadingWritten By Michael Smith on the 2nd of February, 2017
Letting customers help themselves may seem a cop-out to the uninitiated. If the brand is the customer’s concierge, then surely you want an agent or colleague to metaphorically open the door and hold their hands as you walk them up the red-carpet.
Continue ReadingWritten By 
Geordie Devaney on the 26th of January, 2017
As the dust settles over the post-Peak and January Sales battlefield, customer service will continue to fight a rearguard action to close outstanding issues such as returns, credits and fulfilment.
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