Tag Archives: innovation

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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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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Technology creates more jobs than it destroys

My colleague Simon Dillsworth recently wrote an excellent blog about the growth of Robotic Process Automation (RPA) here. Despite the name, RPA does not imply that services – such as customer service processes – are being overrun with robots that … Continue reading

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We are the Robots: The rise of Robotic Process Automation

Robotic Process Automation (RPA) is a subject that has just crept up quietly for many people. Most of us are aware that manufacturers have long used ‘robots’ to automate repetitive or dangerous processes, but now the robots are entering the … Continue reading

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Will Fresh Ideas From Amazon Change UK Retail Forever?

Following on from my recent article about the battle brewing between Amazon and Jet for online ecommerce, it looks like Amazon is within a month of launching a fresh grocery service in the UK called Amazon Fresh. When comparing Amazon … Continue reading

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