Tag Archives: innovation

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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Retailers Improving In-Store CX With Apps

This blog is by Phil Crossley, Business Development Director at Teleperformance UK. Supermarkets in the UK have long experimented with various self-service ideas to help customers get their shopping and checkout faster than was traditionally possible with a regular checkout. … Continue reading

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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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