by Marcus Hickman | 18 Mar, 2019 | Customer experience, Our blog
The promise of digital transformation was automation, simplification and reduced demand failure. Implicitly, and often explicitly, there has been a related prize for organisations providing products and services – that of less need for expensive, people resourced,...
by Marcus Hickman | 8 Feb, 2019 | Customer experience, Our blog
Originally published in MyCustomer Consumer perceptions of customer service offered by most businesses across most sectors are broadly similar and middling – in other words, undifferentiated. Why is this? And what does it mean for your company? Big businesses have...
by Marcus Hickman | 16 Nov, 2018 | Smart Service, Our blog
In 2011 we wrote about how Internet of things technology would impact customer experience in “The Big Switch – How customer service is becoming smart” . Back then, (and in this follow-up report) we identified several drivers which we thought would smooth the way...
by Marcus Hickman | 23 Sep, 2018 | Our blog
Informally, an algorithm is a set of instructions that transforms inputs into outputs. However without us noticing, and combined with big data, they have taken over modern life. From airport runways, to personalised advertising to even replicating the voice of Donald...
by Marcus Hickman | 22 Mar, 2018 | Customer experience, Our blog, Voice of the Customer (VoC)
How should financial providers design online sites and Apps to best inform and educate their customers about their personal finances? The growing use of personal finance dashboards to visualise data and the launch of Open Banking in 2018 could be the catalysts to...
