1 Jan 2019

Are banks facing their own ‘Kodak Moment’?

Many organizations are partnering to leverage big tech’s digital expertise. Others are playing the waiting game, to avoid collaborating with what might become their most deadly competitor. Where do you stand? Antony Jenkins, the former chief executive of Barclays, warned that banks are facing their own “Kodak moment” as they face similar challenges that the film company…

Read More
12 Dec 2018

Going from omnichannel to channel-less CX

We’ve come a long way since Henry Ford (reportedly) declared, “Any customer can have a car painted any color that he wants so long as it is black.” Flash forward to PayPal CEO Dan Schulman asserting that in 20 years there will be no more credit cards: “Everyone will have a smartphone, enabling consumers to…

Read More
10 Oct 2018

To bot or not to bot – the promise and pitfalls

Chatbots are a consistently hot topic in customer (CX) – and rightly so. According to Gartner, by 2020, daily interactions with chatbots will be normal, and 30% of internet browsing will be done through a bot, rather than a screen.   Our clients are exploring ways to improve both the guest experience and operational efficiencies in a variety of ways – from notifying a…

Read More
10 Oct 2018

Why your CX can’t afford to ignore the ‘soft’ skills

It’s no secret that digital disruption across all industries is in full swing.  And yet, regardless of improvements in technology or digitization, customers still want a human customer experience. Harvard Business Review published an interesting article talking to this exact point around soft skills that are not yet ready to be offloaded to emerging technology.   Here are three soft skills that HBR advocates won’t…

Read More