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 Davies Hickman | 15 Jun, 2018 | Smart Service, Our blog
Smart home technology is a whole range of products that are changing the way we interact with our home and enable us to control factors like heating and lighting to even the functioning of doors. Coupled with the Internet of Things it includes sensors to monitor...
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...
