Companies will need to increase automation and streamline their organization if they are not to be overwhelmed by the challenge of sustaining GDPR compliance over the long term. With the EU’s General Data Protection Regulation (GDPR) coming into effect on May 25, 2018, businesses are scrambling to put compliance measures in place. McKinsey Research However, recent McKinsey research showed that few companies feel fully prepared. As many as half of them expect gaps to remain after the cut-off date, especially in some areas of IT. These companies are resorting to temporary controls and manual processes to ensure compliance until they implement … Continue reading GDPR compliance after May 2018: A continuing challenge
Achieving change in a world ever more defined by complexity is difficult. We face an array of complex ‘wicked’ problems, from an ageing population to climate change to intergenerational cycles of poverty. It can often seem that these challenges are insurmountable and that we lack the ability to make meaningful change. To find opportunity in challenge will require reimagining the ways that we currently think about innovation and design. The narrative around a ‘fourth industrial revolution’ risks narrowing the focus of innovation to technology which would locate innovation-led growth solely in the outputs of universities and research institutes, or technology … Continue reading From design thinking to system change (RSA report downloadable)
An Introduction to Service Design: Designing the Invisible By Lara Penin Bloomsbury Visual Arts, May 2018 344 pages A comprehensive introduction to designing services according to the needs of the customer or participants, this book addresses a new and emerging … Continue reading [Book] An Introduction to Service Design
How to profitably deliver services to customers has become a defining challenge for businesses today. There are a number of reasons for this. One is because customers don’t just expect more, the expectations themselves also change quickly, radically shifting profits. The other is that executives face an increasingly complex landscape of technologies, methodologies, and both regulatory and compliance pressures to ensure that new processes are standardized and traceable. This sea change for both B2B and B2C businesses is fundamentally transforming what “services” means. McKinsey research McKinsey research suggests that as much as 45 percent of employee activities can be automated … Continue reading McKinsey on How to profitably deliver services to customers
London is one of the world’s most attractive, dynamic and powerful cities, with an incredible mix of commerce, culture and people. With an economy generating around £400 billion every year in economic activity, it has rightly established itself as a … Continue reading Report: potential London ’s economy and labour market.
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?
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
Digital: the need for speed For many executives, the first word that comes to mind when they think about the impact of digital technologies is “speed.” A constant stream of new digital technologies (social, mobile, analytics, cloud, internet of things, … Continue reading Digital Is About Speed But It Takes a Long Time
Give customers a great experience and they’ll buy more, be more loyal and share their experience with friends. Great. That’s what every company strives for. Yet, so many consumers seem disappointed. Call it an experience disconnect: companies tout the latest … Continue reading What truly makes for a good experience?
Highlights The creative industries concentrate in a small number of locations: 53 per cent of employment and 44 per cent of businesses are found in the top five locations (the equivalent percentages in other sectors are 32 per cent and … Continue reading Creative nation: how the creative industries are powering the UK