by Marcus Hickman | 1 Jul, 2019 | Our blog, Customer experience
When we talk about ‘chatbots’, we often conflate two different things: text-activated and voice-activated bots. It sounds trite to point out that they are, in fact, very different! Indeed, it’s rare to find a bot that can be activated by text and voice. So, given the...
by Marcus Hickman | 2 May, 2019 | Our blog
We define thought leadership as research that has original insights which challenge industry thinking. Thought leadership is a catalyst to new strategies and whilst it benefits from the rise of content marketing it is also being challenged by it. The distinction...
by Marcus Hickman | 27 Apr, 2019 | Our blog
For those who are loyal listeners to Tim Harford’s More or Less programme on Radio 4, Professor David Spiegelhalter will be a familiar name. He is often interviewed to help listeners make sense of controversial or contradictory statistical results. In a similar field,...
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...
