The annual customer service survey from Which? is out and the usual suspects feature at both the top and bottom of the list of the 100 big brands rated. You can read the full results here but we’ve summarised the highlights here.
Why Bringing Digital Into Stores Won’t Work And How To Prevent That Outcome
Right before the Labor Day weekend, I caught this article on Ad Age, a motherhood and flying cars piece about how digital will magically transform the store experience, and even better, how digital agencies will be the leaders in making this transformation happen.
Of course you are ready for Digital
It is estimated that 70% of companies are ready for digital? Really? I doubt it. Having studied disruption including digital disruption for the past year I am very aware that it is a business issue. Having worked with CIO’s for the past decade I also know that IT is not paid to sort out business issues on its own.
Reports Of The Demise Of The Omni-Channel Shopper Are Premature
In RSR’s most recent benchmark on retailers’ omni-channel strategies, my colleagues Brian and Paula found the percent of retailers who report that their cross-channel shoppers are their most profitable shoppers is on the decline. Here’s the chart for easy reference: Source: Omni-Channel 2015: Taking Time, Money, Commitment And Technology, September 2015 I’ve seen this […]
Business Implications: iPad Pro, iPhone 6s and new Apple TV
A day after Apple made is September announcements, it is clear that they still hold THE technology leadership position. No company’s announcements create more buzz than Apple’s.The post Business Implications: iPad Pro, iPhone 6s and new Apple TV appeared first on Serious Insights.
Why Audio Quality Matters for Conferencing
That’s the title of my latest post for UCStrategies, and is one of those topics we don’t think enough about.We tend to take voice quality for granted, and I mean that going both ways. Audio quality for legacy telephony has been the standard for so long, it’s hard to believe that something can actually be better. It’s very good, but what people tend to really value is the consistent experience.
A Car Wash For Projects
Organisations running numerous projects often look to solve their problems through adopting production line thinking to their project portfolio. Evidence for this is the presence of delivery teams, working on their particular projects, and drawing on the services of other teams who provide a service to the business.
I’ve Done It So It Works
“I’ve done it so it works” and its close cousin “I’ve seen It so it works” are two arguments that often form the first line of defence from supporters of a particular approach to doing a thing. I appreciate people trying to help others with stories about what worked for them – although proselytising, not so much.
All You Need Is Likes
I received a newsletter this morning from my friend Stewart Levine ofResolution Works. One of his recommendations was to watch a video that had appeared on PBS’ Frontline in February of 2014: Generation Like.
The Cold Wet Nose Of Reality
If you’re in the business of supplying IT services, especially software and product development, to your clients, you may be getting uneasy (again). Agile software development, and its close cousin, DevOps, are the latest in a long line of approaches promising to solve the “software crisis”. And like the many approaches that have gone before, their faults are beginning to show, and the chickens are coming home to roost.
