You may have an approach that works in terms of tackling the major challenge of getting people with suitable skills into your organisation, but this won’t mean much if the business isn’t structured in such a way that gets most out of them. Building on the previous blog looking at

There is a buzz about ‘real-time’ analytics and its likely impact on decision-making, customer relationships and profitability. It is, to be fair, new and exciting, and therefore undeniably attractive. Part of the excitement may be because everyone can see the potential, and the cynicism has not yet set in. The

Conveying an individualized customer experience in real-time drives income today. Be that as it may, most organizations are attempting to get this right. As everybody knows, giving extraordinary customer experience (CX) is not an absolute novelty; it has dependably been the bedrock of business. What is new is that the

If you’ve been a regular reader of my musings over the years, or heard me bring these thoughts to life in-person at an event or during a webinar, you’ll know that I like to rely upon a few tried and tested phrases. One of my favourites is “’x’ [insert technology