Tag Archives: automation

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

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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We Are The Robots: The Automation of Services

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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Bots need to get emotional before they really make a difference to customer experience

There has been a lot of press about the potential of chat bots to revolutionise the customer experience. I am an advocate but see the obvious challenge in that, as things stand today, bots will only be as good as … Continue reading

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Moving Beyond the Customer Experience

Have we moved beyond the term CX to describe Customer Experience? I’m starting to think that 2016 is surely the last year when we can keep on talking credibly about CX without acknowledging how the interaction between brand and customer … 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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WEF 2016: The Fourth Industrial Revolution

Later this week the World Economic Forum will meet at Davos in Switzerland for their annual gathering where business leaders and thinkers get together to consider the future – of business and society in general. The theme this year is … Continue reading

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Is RPA really a significant threat to Offshore BPO?

I have blogged recently about the ‘rise of the robots’ and the positive benefits associated with this for Business Process Outsourcing (BPO). A number of industry commentators have made reference to the impact on offshore BPO as companies look to … Continue reading

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What Do UK Rail Passengers Really Want?

This article is by Sasha Jenkins, Business Development Director at Teleperformance UK. Twice a year, the independent transport user watchdog, Transport Focus, collects data on what rail passengers think of the service they receive. The National Rail Passenger Survey (NRPS) … Continue reading

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Should I be worried about a robot taking my job?

As I have blogged about before, it is a common misconception that robots will suddenly replace humans in their roles at work – at least in most jobs. As things stand, I am not personally feeling any real threat that … Continue reading

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Outsourcing 3.0: The Rise of the Machines

I was discussing films with a colleague recently and we started talking about the Terminator genre and how we felt the quality had dipped since the original film was released. The concept of Artificial Intelligence (AI) and machine-domination is an … Continue reading

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