Tag Archives: innovation

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

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The ‘Uberfication’ of Financial Services

I recently attended the Marketforce 20:20 FS Customer Experience event and wrote about my initial reflections last week in my blog.  I wrote about the need for banks to change and become adopters of technology and new thinking and have … Continue reading

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Redefining The Needs Of Bank Customers

Last week I attended a MarketForce event focused on customer experience in financial services. One of the key messages I took away from that event was the growing importance of data in the customer experience and how important it is … 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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Hacking the Customer Experience

Hackathons have been around for over a decade in the tech industry, possibly longer if different terms are used. Basically, a group of techies get together and spend a period of time focused on fixing a single problem or creating … 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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