Hidden Insights
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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