Getting to know your customers

Just over a year ago I wrote about a launderette that had created a digital experience for its customers by internet-enabling its washing machines and dryers and creating a mobile app that enables customers to pay for services with their smartphones. The solution is a good example of the outside-in perspective that is required for […]

Are boards the biggest barrier to going digital?

Most UK CEOs and boards have no understanding of what customers want according to research published recently by The Institute of Customer Service. The report entitled Leading by example also reveals that many boards ignore the views of customer facing staff and do not set a good example when it comes to exhibiting the skills […]

Is digital replacing the human touch?

Digital products and services are changing the nature of the relationship between customers and suppliers. Increasingly, customers are able to access an organisation’s products and services without entering one of its stores, calling its contact centre or meeting with one of its employees. Whether it is via a website, mobile app or sensors built into […]

Digital: opportunity or threat?

The answer is both according to the recently published results of PwC’s Annual Global CEO Survey. The survey, which covered 1,322 CEOs from 77 countries, reveals the challenges and dilemmas facing CEOs as they try to lead their organisations through the digital revolution. It also gives some insights into what CEOs are doing to ensure […]

Opticians is blind to benefits of data

In You can’t pretend to be digital I wrote about the opticians service of a well-known UK high street brand that was trying to give the impression of being a digital business without having the right systems in place to support this aspiration. The company in question offers customers the option of booking their eye […]