Personal Branding and Retiring Early on Your Own Terms
Officially I announced my early retirement from Sensormatic / Tyco / Johnson Controls on social…
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Customer Engagement
Is This the Best Way to Do Digital Transformation in Banking?
Match borrowers with lenders directly and there is no need for intermediaries anymore. So when…
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Omnichannel Banking: The meaning, examples, benefits, and challenges
Omnichannel approach appeared in retail in the early 2010s. Since then, it’s been making its…
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How Will Voice Impact People’s Buying Behaviour?
“Buyology” is evolving faster than biology; that is, how we buy is changing faster than how living beings evolve. In…
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Is your customer experience ‘Ritz Carlton & Zappos’ or ‘nPower’?
Let’s say that your organisation wants to retain customers, wants to increase the lifetime value…
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Why Britain’s DIY sector isn’t doing it
We are becoming familiar with the assertion that millennials are lazy, although there’s plenty of…
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How can Chatbots help in B2B?
When asked, 80% of business respondents admitted they are either already using or planning to…
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Case Study: Avast – Customer Experience-led Strategy
Avast is the global leader in next-gen cybersecurity products for consumers and businesses, operating across…
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Creating Customer Constellations – Episode 2: Creating Bright Stars
In my previous article, I set out the Customer Constellation Model which can be used…
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Creating Customer Constellations
Modern customer engagement strategies tend to focus on ‘owning’ a customer, or at the very…
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Does your tech for good website sound too techie? Here’s how to fix it.
Remember that persistent line from the shampoo ad? “Here comes the science bit. Concentrate!” It’s a bit…
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