According to PwC’s “2016 Global Innovation 1000” report, between 2010 – 2015, total R&D investment by the world’s biggest-spending public companies grew by 35% and reached a record high of $680 billion in 2016. But against a backdrop of shortening product lifecycles, the need to get products to market more quickly, and demand for continuous …

Business Dictionary details the Silo Mentality as a mindset present when certain departments or sectors do not wish to share information with others in the same company. This mentality will reduce the efficiency of the overall operation, reduce morale and could potentially contribute to the demise of a productive company culture. Let us consider the …

Innovation should no longer be reserved for companies that invent new products, or come up with life changing technologies. Every business should innovate, from corporate law firms, to design agencies, to manufacturers. Innovation and creative thinking can improve and enhance everyday processes. It can fundamentally change the way you capture customer data. It can lead …

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 …