by Jo Davies | 21 Oct, 2016 | Uncategorized, Our blog
The World Economic Forum’s Future of Jobs study http://reports.weforum.org/future-of-jobs-2016/ predicts that 5 million jobs will be lost before 2020 as artificial intelligence, robotics, nanotechnology and other socio-economic factors replace the need for human...
by Jo Davies | 1 Jun, 2016 | Our blog, Customer experience, Thought leadership for B2B Marketing
Every year since we founded Davies Hickman in February 2007, our Thought Leadership has uncovered changes in customer expectations of organisations. Our research and strategy has informed product launches, culture change programs, content marketing, people management,...
by Jo Davies | 10 Feb, 2016 | Customer experience, Our blog
A Contact Center Manager Without A Contact Centre: Guest blog from Paul van Ladesteijn Many organisations outsource their customer contact to an outsourced contact center. However, this does not mean that the customer service ceases to be the responsibility of the...
by Jo Davies | 26 Jan, 2016 | Our blog, Smart Service
First, take an everyday physical object – a watch, fridge or even a car. Second, embed it with smart functions, such as sensors, which allow the monitoring of the performance of the physical objects. Third, add connectivity to allow centralised data analytics. Fourth,...
by Jo Davies | 14 Jan, 2016 | Customer experience, Our blog
1. Accelerating Customer Service: In the past, experts have argued that neither organisations nor customers really want service experiences or interactions. However, customer service is not going away any time soon. It is not a sign of failure, and neither are...
by Jo Davies | 16 Nov, 2015 | Our blog, Voice of the Customer (VoC)
Most people would agree personal experiences are a great way to learn, de facto. For me, when working with BSI (British Standards Institution) to develop new customer experience standards, the combination of personal experience and referencing consumer data is...
