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.
Why no more paper bills is both a problem and an opportunity
Service providers are moving away from sending out paper bills, which presents a range of new challenges and opportunities.
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
