Category Archives: Innovation

The 15 Business Dynamics Shaping Customer Experience in 2017

It’s that time of the year again, the most wonderful time as the song goes, certainly the most wonderful time of the year for analyst predictions. Forrester recently published a list of 15 business dynamics that are shaping the future … Continue reading

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The 15 Business Dynamics Shaping Customer Experience in 2017

It’s that time of the year again, the most wonderful time as the song goes, certainly the most wonderful time of the year for analyst predictions. Forrester recently published a list of 15 business dynamics that are shaping the future … Continue reading

Posted in Current Affairs, Customer Service, Innovation, Strategy | Tagged , , , , , , | Leave a comment

Guyana: Delivering CX Expertise From South America

I saw Prince Harry featured on the BBC this week because his extensive Caribbean tour took him to Guyana. This South American nation is bordered by Venezuela, Brazil, and Suriname, yet in terms of culture and language it is distinctly … Continue reading

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Webinar: Customer Service – Staying One Step Ahead

On Wednesday this week I’ll be participating in a Webinar focused on how customer service is changing and how companies with expertise in delivering a great customer experience (CX) are developing a new role as partners to their clients. The … Continue reading

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Webinar: Customer Service – No Longer Just A Commodity

On Wednesday this week I’ll be participating in a Webinar focused on how customer service is changing and how companies with expertise in delivering a great customer experience (CX) are developing a new role as partners to their clients. The … Continue reading

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How Virtual Reality Could Improve the Customer Experience

I wrote recently about the opportunities for Virtual Reality (VR) in retail banking, in particular how branch closures could be mitigated by the use of VR systems that improve on online banking by introducing an element of human service. It … Continue reading

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Is Virtual Reality A Game Changer For Retail Banking?

We know that the banking industry is going through one of the most revolutionary periods in the last 300 years with the phenomenal rise in customers switching to mobile banking.  Figures recently released by the British Banking Association show internet banking … Continue reading

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