The race to superior customer service

Richard Chiumento·2 April 2018·Customer Engagement

...Just when we thought artificial intelligence (AI) and similar technologies were starting to bed in and gain acceptance by both employees and customers, we’re reminded of the importance of the human touch in a new international study. According to professional services company PwC, two-thirds of consumers surveyed feel companies… Read More...

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Capability cultivation

Peter Murchland·28 March 2018·Strategy & Innovation

...Are you cultivating the capability your enterprise needs for the future? How do you know what capabilities you will need? How do you choose which capabilities to develop or strengthen sooner rather than later? Last year, my son drew my attention to “Time for a new consensus”, subtitled “Fostering Australia’s… Read More...

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Managing Customer Experience vs. Expectation in the Digital Age

Nathan Sykes·27 March 2018·Customer Engagement

...Before the internet and social media became such significant parts of customer experiences, people who wanted to give criticism or praise for a product or service usually contacted companies directly. Some never bothered, unless they were either extremely impressed or extremely upset. Today, however, the digital age allows people to… Read More...

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Will GDPR Give Rise to A New Kind Of Customer Intimacy?

Deepthi Rajan·27 March 2018·Cyber Security

...In August 2017, and with GDPR on the horizon, India’s highest judicial office, The Supreme Court, upheld the right to privacy as a fundamental right of the country’s citizens. In an era, where data is easily disseminated through a wide array of physical and digital channels, we often end up… Read More...

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Servitisation and the 4th Industrial Revolution

Terry Walton·27 March 2018·The Case For Digital Transformation

...The 4th Industrial Revolution (4IR) is real, it’s here and deserves your attention now if you truly want to benefit from what it can deliver. This may seem a strong statement, but there is an increasing global recognition of the concepts and opportunities albeit under different names depending on where in… Read More...

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How to Create a Customer Experience Led Strategy

Andrew Salmon·23 March 2018·Customer Engagement

...One of the most famous quotes in business and the core sentiment is as true today as it has always been. “The customer is always right.” ~ Harry Gordon Selfridge. The only difference now is how to deliver it, because today’s rapidly evolving digital environment is causing a radical shift… Read More...

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Ownership of Digital and Creating the Right Organisational Environment for Change

Richard Morecroft·23 March 2018·People & Change

...In our last blog, we explored how to create a clear vision and strategy for your digital transformation. However, once your vision is in place, who will champion it and bring to life for everyone in the organisation? Ownership of digital is a critical success factor, along with creating… Read More...

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The Facebook scandal and why we need to get better at social system design

Lee Bryant·22 March 2018·Customer Engagement

...Like many people who were advocates for social tools in the early 2000’s, I regret that the comfortable world of collegiate, respectful debate and empathetic connection we enjoyed as early bloggers morphed into the dystopian world of Facebook manipulation, /b/, trolling and online misogyny, and helped bring about Brexit, Trump… Read More...

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IT Automation is coming: how will it affect you?

Nathan Sykes·22 March 2018·Enabling Technologies

...Just like any department, IT is not immune to the looming threat of automation. Seven percent of U.S. jobs will be replaced by artificial intelligence (AI), machine learning and automation by 2025. The United States isn’t the only country being affected as IT service hubs like India also… Read More...

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Cloud – the Paradox of Choice

Terry Walton·22 March 2018·Strategy & Innovation

...I have recently been reading ‘The Paradox of Choice – Why More’ by American psychologist Barry Schwartz. The interesting thing is it made me consider my own choice process and those demonstrated in the hundreds of RFI / RFP’s I have responded to over the years. In the book, Schwartz argues that… Read More...

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The First 100 Days of the New CISO

JC GAILLARD·22 March 2018·Cyber Security

...There is some form of management reality beyond the “100 days” journalistic cliché: How does an incoming CISO make an impact in a new role? What are the real timeframes to look at, and what can be expected and over what horizon? What are the key issues that should raise… Read More...

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Statistics and Everyday Life

Kevin Gray·22 March 2018·Data & Analytics

...Because of its complexity and the way it’s typically taught, a lot of people see statistics as irrelevant and a yawner. Here are a few examples of how stats is actually connected with everyday reality. You may take one way to work even though it’s longer than another because your… Read More...

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