Tag Archives: smart phone

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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Sky moves to Apps for Customer Service

Sky has recently launched a new app to help their customers manage the most frequently used services linked to their TV subscription directly from their phone. Customers with the app can manage their bill, schedule engineer visits, and manage processes … Continue reading

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Have restaurant customers changed because of smart phones?

Any observer of changes in the way customer service operates globally will know that what has really changed is the way people communicate. My last blog talked about the social changes introduced by the smart phone with ubiquitous Internet access … Continue reading

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Managing work-life balance in a BYOD environment

Smart phones are more than just phones today. Each of us is carrying a small computer in our pocket that is online all the time and lets us check the web and stay in touch with friends via social networking … Continue reading

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What is the future for retail loyalty programmes?

Total Telecom recently reported on an interesting new loyalty scheme called Pouch that focuses on using a phone app instead of a physical loyalty card. Of course loyalty cards are on the way out. Customers usually forget them and they … Continue reading

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How can retailers fight the ‘showrooming’ trend?

Retailers spend a lot of money to keep their stores on the High Street, but many are now exploring new ways to retain their relevance in an era of online shopping. The current scourge of the High Street retailer is … Continue reading

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