The Key To Building A Future-Proof Company

Travel is roaring back—is your customer support ready?

After more than two years of lockdowns and social distancing, consumers are once again taking to the skies, roads, rails, and sea to make up for lost time. Excellent customer support is a critical part of travel and hospitality.

Modern CX Needs More Alliances And Partnerships To Succeed

Can Nominet Reinvent Itself To Be A Cybersecurity Leader?

I'm always interested when I read about how organisations can pivot and offer new products or services that don't initially appear to be a part of their core offer and yet eventually become really important to the company.

What Can AI Really Do For Your Business?

Over the years I have followed the development of Artificial Intelligence (AI) with some interest. Back when I was actually developing software myself it was quite a scientific interest - what will be possible and when?

Personalisation And Putting The Customer At The Heart Of Retail Future Strategy

A great deal of thought goes into designing a fantastic retail experience: store design, location, and a clear focus on omnichannel, all designed to deliver an online and in-store blended experience, add to this personalisation and the use of data to create insight into customer preferences - it can get really complex for both Customer and the Business;

But sometimes, it’s the really simple thoughts that count.

Will Apple Start Offering ‘Buy Now Pay Later’ Direct From Apple Pay?

Apple has recently bought the British fintech startup Credit Kudos. This is a really interesting development because Credit Kudos offers an instant credit check service built on opening banking standards. Credit Kudos quickly scans the banking data of the customer to determine if a loan can be approved.

Business intelligence vs. predictive analytics: How to use the right approach

Think fast: What is the difference between business intelligence and predictive analytics and why does it matter? While many companies use these tools to better utilise the big data at their disposal, a quick Google search shows that these are still common questions.

Digital strategy vs. digital transformation: 3 ways to make both work for your brand

There’s no denying the integral role a strong digital strategy plays in a brand’s success. The thoughtful use of digital technologies can bring great competitive advantages: better customer experience, improved employee experience, and long-term bottom-line benefits.

CX Can Transform Your Customer Relationship Over Decades

Last year I posted an article here about how I felt that the design of modern customer experience (CX) solutions resembles conducting an orchestra. I was thinking about this article again when I heard Ivan Kotzev from Nelson Hall, talking on the CX Pod Europe. Ivan is a great CX thinker.