Security and convenience in a new generation of mobile banking
JF Sullivan, EVP Enterprise and CMO, Xura Many consumers in what is an increasingly digital world have lost confidence in how their personal data is protected by financial institutions. With recent...
View ArticleWhy marketing to customers in a good mood could prove to be challenging
The luxury market has an abundance of products and services that can help us to meet several needs at once. And this is a good thing, right? But it does provide an unexpected problem for marketers....
View ArticleConversational Self Service Is Shaking Things Up
I’ve just run my second briefing on intelligent assistance. Much happened in the few months between sessions. This time, the second half of the day was dominated with stories about bots and their use...
View ArticleCustomers Prefer The Online Experience To In-Store
I have been reading several research reports from both sides of the Atlantic recently that talk about how customers are starting to favour the online shopping experience over the real, in-store...
View ArticleWhat Should CX Managers make of Brexit?
On Wednesday, social media predicted an outcome to the referendum that was uncannily close to the actual result. Since early May, in most UK regions, on Twitter, Facebook, Instagram, forums and blogs,...
View ArticleCatering to a new breed of digital connoisseurs
By Volker Hildebrand, Global Vice President of Customer Engagement and Commerce, SAP Hybris A deep understanding of the customer has long been the key to business success. But with ever shifting goal...
View ArticleCustomer Service on the Go
By Carolyn Blunt, Managing Director, Real Results A phone is no longer just a phone. It’s a mini mobile personal computer that can do everything from delivering stock market statistics, to monitoring...
View ArticleTransforming ticketing on the tube – Transport for London’s customer-centric...
Mike Tuckett is Head of Transformation Delivery at TfL, and was speaking at The BIO Agency’s ‘Service Revolution’ event in London last month. Prior to the introduction of Oyster pay as you go in 2004,...
View ArticleThe magic eye test
Are you seeing what your customers are seeing? If not, it’s time to take a closer look at your letters, emails and social media messages Do you remember the magic eye test? I do, mostly because I never...
View ArticleBrands battle for improved Digital Intelligence
Reading, UK – Zyme, the market leader in the rapidly growing discipline of Channel Data Management (CDM), has today released research findings that show Digital Intelligence to be the new battleground...
View ArticlePokémon Go Shows What Augmented Reality Can Do For Customer Experience
Everyone is suddenly crazy for Pokémon Go. Nintendo has set the world alight with their Augmented Reality (AR) game and watched their share price soar by 53% in the three days since the game launched....
View ArticleMrs May is Right to be Unequivocal. Boards Should Brace for Change.
Not only has Theresa May called for employees to be represented on company boards, she wants bosses to invite their customers on board too. She is right to do so. Employee participation might sound...
View ArticleThree top tips to secure productivity improvements
Why matching leadership training to actual business needs is central to boosting UK productivity Solving the ‘productivity puzzle’ is one of the toughest challenges facing British businesses today....
View ArticleWhen Will The Brazilian Courts Understand WhatsApp?
Once again the Facebook-owned messaging service WhatsApp has been banned by a judge in Brazil. This time it’s the courts in Rio and this is now the third time in the last eight months that the service...
View ArticleUber tribunal is UK employment law case of the year
Cab-hailing app Uber is facing a legal challenge from drivers who say the firm is acting unlawfully by not offering holiday and sick pay. An employment tribunal has started hearing evidence in what has...
View ArticleWhat businesses can learn from Sam Allardyce’s appointment
Tom Castley, VP EMEA, Xactly “Businesses can learn a lot from the appointment of Sam Allardyce as the new England manager, particularly how to attract the top talent and incentivise great performances....
View ArticleShould You Encourage Your Customers To Review Your Service?
Many brands are paranoid about what their customers say online about their products and services. They invest in expensive systems to scan the blogs and social networks, gauging sentiment and yet how...
View ArticleGain channel insight and improve customer engagements
by Mukund Ramaratnam, VP Strategic Sales at Zyme Until recently, in order to understand customer buying behaviour and patterns, product companies relied primarily on data collected either from their...
View ArticleA brand’s eyes and ears: contact centres can be the key to transforming the...
Providing a seamless customer journey is becoming a key differentiator for brands, and contact centres are playing an increasingly important role in transforming this process. Debbie Nolan, business...
View ArticleIs there Artificial Intelligence in Enfield?
Hats off to the London Borough of Enfield. Mentioned in the Doomsday Book, famous for the LeeEnfield rifle and the world’s first cash machine, Enfield has pole vaulted into the age of artificial...
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