Tag Archives: change

Investing in Customer Experience is essential for growth

Over the past couple of years it has been interesting to see how the analyst Ovum has started ranking customer experience as the number one strategic imperative for company executives today. Based on conversations with their clients, Ovum has repeatedly … Continue reading

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The tech forces that are changing the world

Anyone who has attended business school will know about ‘creative destruction’. This is the force of change originally documented by Austrian economist Joseph Schumpeter when he described how the old would always be replaced by the new, but it will … Continue reading

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Innovating Differently

Innovation is one of those topics that every company claims to be exploring and yet nobody can define – or decide how much it is actually worth. I personally believe that innovation is about looking at things differently. Invention is … Continue reading

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Is change moving too fast today?

Take a look at this quote from a very famous book: The exploitation of the world market has given a cosmopolitan character to production and consumption in every country. … All old-established national industries have been destroyed or are daily … Continue reading

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The changing nature of customer service

As I left Edinburgh castle last week and contemplated a trip back down to South Africa, I was thinking about some of the key messages that I could take personally from the debate we organised. Customer service within social media … Continue reading

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