by Jo Davies | 15 Feb, 2019 | Our blog
As the UK draws ever closer to the 29 March deadline for Brexit, businesses are clearly concerned about strategic decisions and how to maximise future revenues in these highly uncertain times. Organisations from all sectors are weighing up their strategic choices,...
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 Jo Davies | 15 Jan, 2019 | Customer experience, Our blog
We live in exceptionally unstable times. To succeed, businesses need to invest in understanding and meeting their current customers’ future needs as well as finding cost-effective ways to attract new customers. As consumers, we pay for organisations’ products and...
by Jo Davies | 29 Nov, 2018 | Thought leadership for B2B Marketing, Our blog
Bill Gates commented that Hans Rosling’s book Factfulness: Ten Reason We’re Wrong About the World – And Why Things are Better Than You Think “is one of the most important books I’ve ever read”. He describes this brilliant book as an “indispensable guide to...
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...
