Category Archives: Technology

How Virtual Reality Could Improve the Customer Experience

Posted on October 3, 2016 by richardnichollstp1

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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No Need For Fear: Social Robotics And AI Can Create New Business Opportunities

Posted on September 9, 2016 by williamvcarson

Last year I read a fascinating book called “The End of Nice” by Richard Newton. The book explores how robotics and service automation are changing the society we live in and particularly how this will affect employment as we know … Continue reading →

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Will Drones Transform Customer Delivery Expectations?

Posted on August 23, 2016 by Matt Sims

Can you remember back to December 2013 when Amazon announced that they were exploring the idea of drone deliveries? Many people thought that Amazon was joking. Others thought that it was a publicity stunt. The announcement got endless media coverage … Continue reading →

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Scammers chasing customer data on social media

Posted on August 18, 2016 by richardnichollstp1

A recurring theme for everyone involved in managing the customer experience is how the number of channels used has dramatically increased in the past few years. Social networks and now mobile chat channels are increasing the ways that customers can … Continue reading →

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Pokémon Go: How VR And AR Can Transform The Customer Experience

Posted on July 19, 2016 by richardnichollstp1

I’m unsure how many of my LinkedIn network have played ‘Pokémon Go’ since the craze went ballistic last week (taking Nintendo’s share price up by 53%) but if my network is representative of the modern gamer then many of you … Continue reading →

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We Are The Robots: The Automation of Services

Posted on July 6, 2016 by Matt Sims

I heard a podcast the other day from the London School of Economics (LSE) public lecture series. It featured Professor Leslie Willcocks of the LSE and Professor Mary Lacity of the University of Missouri, St Louis talking about their new … Continue reading →

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Are Customers Forcing Companies To Change Industry?

Posted on May 26, 2016 by simondillsworth

I have often blogged about my view that great content is where the telecoms and Internet Service Providers are now focused. If you have seen any of my earlier blogs on this subject then you will know that I believe … Continue reading →

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Will Customer Expectations Drive Fintech Faster?

Posted on April 19, 2016 by richardnichollstp1

I have written several thoughts about the growth in importance of Fintech in recent months and especially how it is set to transform the entire retail banking industry. By designing new financial services from the ground up and placing the … Continue reading →

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’60 Seconds and counting…and then I’m gone’..

Posted on February 24, 2016 by simondillsworth

I was fascinated to learn about the science Netflix is using to make sure they grab subscriber attention as quickly as possible. I have blogged on many occasions regarding the importance of content and how it is the quality of … Continue reading →

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The Rise of the Drones – and they need Insurance too!

Posted on February 18, 2016 by simondillsworth

I have blogged recently regarding the rise of automation and the likely impact of robots on business and customer service today. I was at the shops over the weekend and was fascinated to see how the sale of ‘drones’ is … Continue reading →

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