by Jo Davies | 29 May, 2018 | Voice of the Customer (VoC), Customer experience, Our blog
It is early summer 2018, organisations have more and more opportunities to adopt increasingly sophisticated ways to understand their customers whether its AI from language processing (such as chatbot feedback and text analytics) to data analytics (such as business...
by Jo Davies | 30 Apr, 2018 | Uncategorized, Channel applications, Customer experience, Our blog
There have been days of disruption to TSB’s services after a planned migration to a new IT system went wrong. The new system was unable to handle the volume of users, and many customers were unable to check their accounts or monitor payments. The incident follows...
by Jo Davies | 24 Apr, 2018 | Our blog
Market research is crucial for the success of developing new propositions. Findings from market research can drive proposition development at several stages of the process. At the earliest stage, research findings can be used to design the product or service...
by Jo Davies | 20 Apr, 2018 | Our blog, Customer experience
The airline steward requested all phones should be switched off. It was this routine request, heard many times before, that alerted my travelling colleague to a problem. Suddenly, he had the unpleasant realisation he’d left his iPhone X in a duty-free shop back in the...
by Jo Davies | 3 Apr, 2018 | Our blog, Customer experience
Most industry sectors have digital disruption at the top of their agendas. Whilst the outsourcing industry has much to offer in terms of Digital services it currently has other priorities. “In the wake of the collapse of the contractor Carillion, it is time to put an...
