Innovation

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Jul 2016

Don’t run from failure… look for it in as many ways as you can

We can trace back a lot of problems in business -- as well as in life -- to one big, though all-too-human, mistake: our frequent failure to recognize that some…

Jul 2016

IOT

Better tech means bigger user ask

Lots of different developments have knock-on effects for customer service. One of them, it turns out, is the steadily improving capabilities of mobile networks. As mobile services have grown faster and…

Jun 2016

IOT

Is your customer service already robotic?

Cloud-based software, automation and even intelligent chatbots are all being increasingly used to provide quicker, more responsive service to customers in a wide range of industries. But could intelligent customer…

Jun 2016

IOT

How much customer data does any business really need?

How much new data is being generated every year? While it's obviously a lot, it's also probably safe to say that no one really knows for certain... in large part…

Jun 2016

IOT

Are your systems really user-friendly … or is that enterprise hype?

Are the systems and technologies you use to serve and communicate with customers really "intuitive" and "easy to use"? Or do most people at your company simply believe that because…

Jun 2016

IOT

Listen to customers… not just to customer data and research

There's a lot more science to guide us these days in how best to connect with customers online or via mobile. Data analytics, behavioral research and even studies of the…

Jun 2016

IOT

Find your customer data valuable? Others do too

Vast volumes of data, combined with analytics and intelligent automation, are making it possible to deliver responsive, personalised customer service like never before. The potential benefits for businesses and customers…

Jun 2016

IOT

Intelligent customer experiences? We haven’t seen anything yet

Businesses have long recognised that a loyal, repeat customer is far more valuable than a brand-new one. Most also realise that a small portion of their existing customer base generates…

Jun 2016

IOT

Enterprise tech puts focus on users at last

The story of enterprise computing is increasingly one of convergence, in which all the different strands of work that people do on different devices are being woven together to create…

Jun 2016

IOT

‘Data’ and ‘insight’ are not the same thing

We're increasingly discovering that, just as "intelligent" is not the same as "smart," "data" doesn't necessarily mean "insight." An example of this emerged just this week, when The Intercept revealed…

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Innovation

Don’t run from failure… look for it in as many ways as you can

Better tech means bigger user ask

Is your customer service already robotic?

How much customer data does any business really need?

Are your systems really user-friendly … or is that enterprise hype?

Listen to customers… not just to customer data and research

Find your customer data valuable? Others do too

Intelligent customer experiences? We haven’t seen anything yet

Enterprise tech puts focus on users at last

‘Data’ and ‘insight’ are not the same thing

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