Gone are the days of the stand-alone customer loyalty card (or just plain loyalty for that matter) – we’re now seeing a range of new data, social media feeds and smart phones that are changing the way organisations engage with their clients. We’re in a generational and philosophical struggle between older, closed systems and theRead more
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Each year sees a new trend in the evolution of business communications. Over the past years people have called out Unified Communications, Cloud Computing and more recently Mobility and SIP-Enabled Infrastructure. Most predictions focus on the evolution of the technology rather than the cultural changes that impact how we communicate within our organizations and beyond.Read more
One of the benchmarks many businesses set and measure is the quality of their customer service. No doubt, it’s an important metric to a business but do the results (positive or negative) really enable game changing business strategies? In this series, I’ve been challenging business leaders to compete by changing the rules of the gameRead more