There are many things in life that, while ranking high in importance, are lacking enough in urgency that they never quite bubble up to the top of our to-do lists. Dental visits, exercise, healthy eating… the list could go on and on. The key is to stop bowing to the “tyranny of the urgent” and …

Too often, public relations work ends up being reactive.  PR pros race from one fire drill to the next, completing executive to-dos that trickle in via email and texts at all hours. It’s no wonder the PR executive job just turned up as one of the most stressful careers. One area that’s especially hit hard …

We are on the cusp of a seismic shift. The whole world of automotive transport is about to be turned upside down. Automotive brands will need to re-invent themselves or face a serious danger of extinction. They will have to fundamentally change their proposition, from product to service orientated brands. And they will have to …

If all you have is a hammer, everything looks like a nail. You’re probably familiar with this paraphrase of The Law of the Instrument, a common adage whose simplicity conceals the complex relationship at its core. In fact, there is an intricate dance among a problem, its solution, and the tools available to those trying …

Shopping – many of us might not like to do it, but we all have to do it. It’s inevitable. Whether you’re looking for clothes, food, sporting goods, holidays abroad or even a new home, buying and selling are as natural as breathing air. What’s more, the Internet has opened up a new way of …

Creativity in the workplace has always been highly prized, especially in sectors like PR, advertising and marketing. However, some agencies are starting to wonder whether the creative ambitions of a new generation of workers could be a cause for concern, with more and more employees now showing a commercial interest in projects outside of work. …

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 …

Changing a look and feel of a brand is one thing. Fundamentally changing an organization though brand is something else altogether. It requires a deep commitment and a disciplined process, and the ability to listen – to stakeholders, to customers, to competitors, to history. The result of these efforts becomes wildly worth the effort when …

Developing a brand identity is a key priority for most businesses. A distinct, recognisable brand is vital for grabbing people’s attention and attracting consumers and clients, and the integrity of a brand needs to be protected from third parties using or exploiting it without permission, which could dilute or damage the brand by association. However, …

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 …

Increased choices, channels, and competitive proliferation have changed the way companies and customers engage with each other.  As a result, many organizations are designing new approaches in order to be able to pilot themselves successfully in this modern environment. PwC’s Global CEO Survey found 72% of organizations have, or are planning to have, significant change …

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