Tag Archives: disruption

Let your customer behaviours drive disruption and innovation

Amazon continues to amaze me with their innovative approach to business. As a customer-centric business, they are a prime example of how retaining a laser-focus on the needs of your customers will always be the driving force behind new innovation.  … Continue reading

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

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

Posted in Current Affairs, Customer Service, Social Media, Technology | Tagged , , , , , , , , | 1 Comment

Coping with a crisis

Business Continuity Planning, or BCP. Have you ever been involved in studying this or even responsible for ensuring it happens? Perhaps you have never even heard of the term – some people call it disaster recovery (DR), which describes the … Continue reading

Posted in Current Affairs, Customer Service, Technology | Tagged , , , , , , , , , , , , , , | 1 Comment