Category Archives: Current Affairs

Great Content Comes From The Internet, Not a Cable Service

A recurring theme on my blogs has been that competition does not always come from where you expect it. BT Sport has just secured rights to screen the next Ashes series – five years ago who would have thought that … Continue reading

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Technology creates more jobs than it destroys

My colleague Simon Dillsworth recently wrote an excellent blog about the growth of Robotic Process Automation (RPA) here. Despite the name, RPA does not imply that services – such as customer service processes – are being overrun with robots that … Continue reading

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UK Retail Volumes Are Going Up

This post is by Liz Parry, Strategic Account Director at Teleperformance UK. The UK retail market declined in June, but last month it was up 0.1%. That’s not much, but at least it’s positive growth and compared to a year … Continue reading

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Fasten your seatbelts – the Amazon speed machine is coming!

The BBC motoring show Top Gear was possibly the most popular TV show in the world, until production was stopped after an incident involving one of the three presenters, Jeremy Clarkson, and a producer. Clarkson apologised, but after sailing close … Continue reading

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We are the Robots: The rise of Robotic Process Automation

Robotic Process Automation (RPA) is a subject that has just crept up quietly for many people. Most of us are aware that manufacturers have long used ‘robots’ to automate repetitive or dangerous processes, but now the robots are entering the … Continue reading

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Real Leadership Means Listening To Your Customers

I recently blogged about the problems some executives have identifying with their own customers. The Institute of Customer Service research I referred to shows clearly that many executives have no idea what the customer really wants and don’t appear to … Continue reading

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Why Being Easy Isn’t A Bad Thing

As a technophile I was proud to already have used Apple Pay on my iPhone to pay for last Saturday night’s takeaway.Until this watershed moment I had always paid in cash or occasionally online but using Apple Pay was a … Continue reading

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