Category Archives: Technology

Will Customer Expectations Drive Fintech Faster?

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’..

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!

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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The Quest For UK Quad-Play

This post is by Richard Haddock, Strategic Account Director at Teleperformance UK. 2016 is already looking like an interesting time for the telco market in the UK. Big players are either coming together through various mergers and acquisitions – like … Continue reading

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Digital Disruption in the Customer Experience

I have recently been blogging about a few of my expectations for the forthcoming Engage Customer summit this week (Nov 26) in London, including the future of customer service and some of the key trends that will define 2016. However, … Continue reading

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Can RPA Really Support BPO?

I have recently written about the development of Robot Process Automation (RPA) as a way that robots are becoming seriously involved in Business Process Outsourcing (BPO) and what this means for the service industry more generally. My last blog suggested … Continue reading

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Disrupting the market to deliver enhanced customer experience?

I was fascinated by a report recently that Amazon has opened its first physical bookstore in Seattle. The immediate reaction to this news is – why? The phenomenal success of the Amazon business model shows, without any doubt, that selling … Continue reading

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