Why do you visit your local petrol station forecourt? Well, probably one reason is to buy fuel for your car, but there is no question that forecourts have changed. Twenty or thirty years ago, you would (more or less) only have been able to buy fuel, plus oil or bulbs
The world is already embarked on the so-called Fourth Industrial Revolution. This is likely to be hugely disruptive, and have a major impact on Society because it will change the way humans behave, are organized, and work, as well as the skills and competencies needed. It will also, however, have
The quote above is from Jason Handley, Director of Smart Grid Technology and Operations at Duke Energy. It says it all. Changing demands from customers and regulators requires utilities to think differently about every aspect of business – from what they offer to how they price and deliver it. Utilities
Fake news is in the news again. Both in the US and in Europe. Facebook recently announced that it was allowing Congressional scrutiny of advertisements bought by Russians during the 2016 US election, as part of an ongoing investigation. It is a hard path to walk. Facebook has faced criticism
Call centres — or contact centres, as they are now often known, to reflect the increasing number of channels for customer contact — are a vital part of the customer experience with many companies. In my previous note, I reviewed the path that got us to the modern contact centre.
And the essential ingredients that will. We all like to think we possess a good understanding of our customers, but as their needs and wants evolve, so must the level of insight we hold about them. If you did have a deeper and more expansive knowledge of each one of
The IT landscape has become very platform oriented. Earlier it was quite normal to implement unique and separate IT systems to handle operational data from customers, supply chain, HR or marketing. Even word processing and spread sheet calculations had multiple commercial options. Having many isolated solutions led to non-integrated IT-landscape
A few months ago, we were moving to a new house. That meant, of course, that we needed to empty everything out of the old house. The basement, the loft, the garage, the summer house. Everything. Although that sounded daunting, it also gave us the opportunity to clean up, catalogue
Don’t laugh, but increasingly I find myself thinking that I’ve been here before. I often find that the underlying situation and argument are familiar, albeit in a slightly different context, with newer brands or technologies. For example, I was recently asked to assist an overseas team respond to a request
Paul Ridge, Banking & Insurance Specialist, SAS UK & Ireland, looks at the state of real-time customer experience in the insurance industry and how analytics can power hyper-personalised customer journeys. The insurance industry has always been there to cover the risks we face in our daily lives. Yet we’re seeing those
