Hamlet’s soliloquy, in the Shakespearean play that bears his name, essentially questions the value of life. “To be, or not to be, that is the question”, he begins as he waxes lyrical about our powerlessness: that living is a passive state, subject to the whims of fortune; and dying an active one whereby we reclaim our control. Yet, potent as his melancholic speech is, I proffer an alternative to our […]
Customer Data Platforms (CDP) are on the rise. Perhaps you are even one of the 78% of surveyed companies that the 2018 Forbes Report identified as having or in the process of developing a CDP. The desire for it is obvious: to use the myriad of digital customer touch points to extract value and insights that, for example, increase revenue or retention through an enhanced customer experience. The promise a CDP […]
Are you struggling to achieve your company goals with your existing technology? Do you want to ask complex questions of your data and receive timely insights and intelligence? In the “Top 10 Data and Analytics Technology Trends for 2020” report, Gartner states, “Finding relationships in combinations of diverse data, using graph techniques at scale, will form the foundation of modern data and analytics.” Gartner also surveyed companies about the use […]
Customer loyalty schemes are everywhere, from major retailers to small local stores, pharmacies to gyms. They give the impression that companies wish to get to know their customers and to offer them something they actually want. Successful schemes utilise customer information to do just that. However, there are many loyalty programmes that fall short. Ever received a discount for a product you never buy or a pet you don’t have? […]
Customer delight is the latest focus in customer service. A delighted customer is deemed to have greater brand loyalty and to actively promote your company on social media. Yet according to the NTT 2020 Global Customer Experience Benchmarking Report, “Just 15.5% [of companies] place ‘customer delight’ as the top driving force behind their customer journey design strategy.” Yet 81.6% acknowledge that customer experience (CX) provides them with a competitive edge. […]
Honesty is a scary word for some people. Perhaps because they think it means spilling your guts or sharing your darkest secrets. They fear being exposed and found wanting. Others go over the top with it and TMI with abandon. By sharing everything they determine who’s worthy of their friendship and dismiss those whose responses don’t appeal. It’s like an upfront vetting system. Honesty, though, isn’t really about either of […]
_ _ _ … _ _ _ In case you’re wondering, that’s Morse Code. Meaningless if you can’t decipher it, yet informative when you can. Of course, that’s assuming that you notice it in the first place – but we’ll get to that later. This sequence denotes the letters “O – S – O”. Still cryptic? Intentionally so to highlight the fact that disparate pieces of data require context and […]
We all love a fortune teller, even if we think it’s just a bit of fun. We like the idea of a complete stranger intuitively knowing something about us. It makes us feel special; and if they hit the nail on the head, we’re hooked! What else do you know about me? Tell me more. Why? Because we’ve been seen – validated in some way. It creates a connection and […]
In our personal lives we enthusiastically embrace new technology. We count down the days to our next upgrade, eye the latest gadgets and happily bring home smart TVs. Thrilled with the new possibilities we eagerly devour all they have to offer. So why do companies cling to their legacy tech as if it’s a life raft in an ocean of uncertainty? Enter: the legacy tech conundrum. Our old tech works […]
A 1982 Ford Sierra advert had the ultimate tag line for augmented intelligence: Man and machine in perfect harmony! This metaphor works on so many levels: the idea that the human is in control and the machine obeys; similarly, that if we provide the direction, the machine will take us wherever we wish; that with minimal physical effort the machine does all of the hard work; that without the human […]
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