Trust is an essential ingredient for success in the experience economy, but service providers are still coming up short in this area.
Service providers are moving away from sending out paper bills, which presents a range of new challenges and opportunities.
New proposals for end-of-contract notifications will affect those supplying SMEs. The consequences will be far reaching for both UK and international service providers.
Digital transformation is failing because it’s being used simply as an excuse for IT renewal or resulting in marketing-led ‘digital skins’. To succeed, it needs to fundamentally alter the DNA of B2B service providers.