Category Archives: Technology

Data privacy concerns need to be weighed up responsibly

Over the past few years, drones have been in the news for various reasons. Of course, there has been an increase in the use of military drones that can attack targets remotely, but there is also the far safer Amazon … Continue reading

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How can virtual shopping work in real life?

I have often pondered what the retailer of the future may look like. The current struggle for most is to create an omnichannel where the online environment blends with the high street – allowing the ease of online retail with … Continue reading

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When will the set-top box be replaced by an app?

Total Telecom published an article recently that featured several commentators arguing that the set-top box (STB) is here to stay. It is argued that the operators can create much stickier customers if the customer is forced to use a piece … Continue reading

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UK government gets ready for the Internet of Things

The British government does not receive a lot of praise for forward-looking plans related to the Internet. The Prime Minister is more often in the technology press for his gaffes using Twitter, but a recent announcement should have received more … Continue reading

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What if mobile networks all moved to the cloud?

I read a very interesting story in the FT recently about the telco AT&T and their plans to reduce capital costs by buying cheaper network hardware from smaller suppliers. The plan is for a complete overhaul of their mobile network, … Continue reading

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Should you be exploring Whatsapp for #custserv?

So now your multichannel customer service strategy allows customers to tweet, to post messages on Facebook, as well as calling or emailing. What could possibly be next? How about supporting Whatsapp? Before you reply that this is just a text … Continue reading

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How smart are smart energy meters?

This post is by Stuart Morris, Strategic Account Director at Teleperformance UK. Smart meters have been around for some time now and most people appreciate the benefits. The customer feels they have more control over their utility use when they … Continue reading

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How can retailers fight the ‘showrooming’ trend?

Retailers spend a lot of money to keep their stores on the High Street, but many are now exploring new ways to retain their relevance in an era of online shopping. The current scourge of the High Street retailer is … Continue reading

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Customer service: What has changed since the slowdown?

Business Week magazine recently described how consumer behaviour has changed in the US since the economic downturn. Of course the downturn affected many more places than just the US, with the UK experiencing a prolonged downturn too. The article focuses … Continue reading

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The tech forces that are changing the world

Anyone who has attended business school will know about ‘creative destruction’. This is the force of change originally documented by Austrian economist Joseph Schumpeter when he described how the old would always be replaced by the new, but it will … Continue reading

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