Customer experience (#CX), customer service, customer journeys, CRM, multi-channel – these are all complex, modern day challenges that current businesses face. There isn’t a single business today that doesn’t mention the ‘CX’ acronym somewhere in their offices, in their stores, on their website or in their brochures – the customer is king, long live the king! And, throw in social media (word of mouth to the uninitiated), and we all know a company’s brand can be enhanced or destroyed based on the most trivial of vignettes or sound bites. More...

In the digital age, technology is being leveraged by both organisations and adversaries alike; and not a week goes by where we don’t see an innovative array of cyber-attacks targeting critical assets. The wider implications of these attacks from loss of sensitive data, penalties and brand trust are well known. To respond to this new era of hyper-connectivity, virtual crime and hacking, Cyber Security must be prominent on every boardroom agenda. More...

When I first saw the word ‘Ogden’ in the Insurance press I was immediately reminded of the long running BBC programme ‘the organist entertains’ hosted by Nigel Ogden. You’ll all know Ogden as the rate at which personal injury damages are calculated. I then realised my mistake amidst words such as ‘discount rate’ ‘lump sum payments’ and ‘crazy’. Words that to most consumers will have nothing to do with the impact of the decision to reduce the discount rate to 0.75% and then the words that will have an immediate impact – ‘£1000s to be added to motor premiums’ More...

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