Transforming technology doesn’t transform relationships

Trust is an essential ingredient for success in the experience economy, but service providers are still coming up short in this area.

Forget Brexit, what you need to worry about is Botaggedon

There are great benefits to service providers in deploying bots – but only if they do it wisely.

Study: service providers plan to innovate but must beware of the sting in the tail of innovation

To succeed, innovation also has to be clearly communicated at both the marketing and billing communications levels.

Morrisons case sends shudders around UK enterprise market

High Court says that enterprises are liable for the actions of employees, even if they’ve taken adequate provision and there’s no financial loss.

No-one likes anonymous

Too many companies fail at the first level of personalisation. Here’s why.

Customer confusion is costing service providers dearly

Sometimes it’s not just what you say but how you say it that matters. When you don’t communicate clearly, you not only frustrate customers but drive up the cost of clearing up the confusion