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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.