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