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.
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
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.
Digital experience is not just about service but is made up of four main elements – network, product, commercial and service experiences.