In banking today, the advice of Theodore Levitt (an American economist) holds true: people don’t want a quarter inch drill, they want a quarter inch hole. Banks must solve a problem not sell a product. To do this, they need to be customer-centric, understand the customer journey and the different touch points, and offer customer …

A new technology has now captured the imagination of CX directors everywhere – chatbots. Their promise is attractive.  They can be used to automate the way in which customers interact with brands, meaning that huge costs of human labour can be avoided.   Of course, the movement of customer service to online channels is nothing …

There are many innovations that are rapidly changing the landscape of the contact center. From being able to offer an omnichannel customer experience across multiple channels to internet-enabled devices connecting directly to contact centers to provide proactive service, One of the most interesting innovations that is being increasingly discussed by visionaries and industry experts is …

Disruptive technologies like augmented reality (AR), virtual reality (VR) and high-velocity marketing platforms are on the rise. They are being used as the gas that fuels the customer engagement engine to drive memorable user experiences globally. The hope is that customers will intrinsically tie the feeling of innovation, excitement and efficiency that they’ve obtained with …

Amazon Echo, Google Home, Siri, Nest, Hive, Canary, and a myriad of great – and not so great – ideas on crowdfunding websites; they’re all coming to you and want to control you and your home. At the moment, the range of Smart Personal technology is roughly arranged like Maslow’s Hierarchy of Needs: Technology offering …

It is critical for an organization to ensure they are engaging with their target consumers through every possible means. Almost every category is, in some way or the other, trying to maximise the connection with their consumers and introduce new and innovative ways to do so. But in most cases, it backfires. To me, AR …

Your organization (or client, if you’re inside an agency) is about to embark on the process of designing a new product, feature or service, and you have a mandate to come up with a great design solution.  A design ideation workshop is a great way to generate lots of ideas early in the process, bring …

There are 2.5 billion smartphones in the world, and the average person interacts with one 200 times per day. That means – which by far exceeds the number of times we engage with the internet in the traditional cumbersome way: through a keyboard, mouse and a monitor. This is also how many executives who are …

I am a strong believer in virtual reality as a force for good for the drinks and food industry. When you are standing in the supermarket aisle or at a bar, confronted with endless brands that are in many ways very similar, what is it that will make you decide on one over another? You …

At this point, it is almost impossible for you to have not heard about how Bitcoin, and the blockchain technology that underlies it, are changing the world. There are lots of Bitcoin investors and companies based on blockchain, and the trend is still growing rapidly. Just as it has the potential to transform the finance, …