Recommended read: the CCO report 2018

EXECUTIVE SUMMARY CCO report 2018 The rise of customer-led thinking and the Chief Customer Officer • It’s been 21 years since the idea that creating customer differentiation would drive competitive success – it’s been over 60 years since customer experience … Continue reading Recommended read: the CCO report 2018

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Design Council: The Design Economy 2018 The State of Design in 2018

This will interest Designers Business leaders Local and central government Academics, economists, statisticians and research professionals   About the report The Design Economy 2018 is the Design Council’s report on the state of design in the UK, and its value … Continue reading Design Council: The Design Economy 2018 The State of Design in 2018

Unlocking AI value requires much more than algorithms

Analytics presents an enormous opportunity: an estimated global value of $9.5 trillion to $15.4 trillion, according to McKinsey research. About 40 percent of this value can be realized using the most advanced artificial intelligence (AI) techniques—those that fall under the … Continue reading Unlocking AI value requires much more than algorithms

Customer Service Evolved — So DID Your CRM Execution?

Customer experience arrived in the early 2010’s It was the  message in Kerry Bodine’s recent post that triggered me: “Back in early 2010’s, the field of customer experience was still fairly new and so we felt the need to clarify exactly what it was we were talking about. But in the five and a half years since publication (of Kerry Bodine’s book -Fred), the role of customer support groups has expanded….” What were the predicted service trends at the start of the 2010’s? Checking my archives, i found this paper claiming the service trends of this decade: Lessons from service leaders … Continue reading Customer Service Evolved — So DID Your CRM Execution?

The End of the Internet’s Grand Bargain and you as a Customer Experience professional

https://studio.twitter.com/library/3_919042068315623424/edit As a customer experience professional you may be aware! Un May 2018 the European Union’s General Data Protection Regulation goes into effect, two years after passage by the European Parliament. This radical new privacy law, which covers any business … Continue reading The End of the Internet’s Grand Bargain and you as a Customer Experience professional

2018 or 2168: the future isn’t yet written.

Amy Webb, founder of the The Future Today wrote this in the introduction of the 2018 Tech Trends report. As stated: Like it or not, in 2018 leaders across all industries will confront difficult questions about the future of technology. They must do so using the context of history. Five years ago, internet activist Aaron Swartz, who helped make information move more freely via the RSS tool he helped create, committed suicide. His work to make academic research and public records freely available to the public resulted in federal charges carrying potential penalties of $1 million in fines and up to … Continue reading 2018 or 2168: the future isn’t yet written.