The boom in digital technology (smartphones, tablets, internet of things, etc.) results in an increase in remote communication channels between customers and companies. Customer behaviour becomes almost compulsive to get a satisfactory answer in real time, regardless of the request made to customer services. Companies need to constantly rethink their positioning. How should they prepare themselves for future changes? What strategies should be implemented? How will future customer relationships be integrated into these business strategies? How will current contact centres, which are the pillars of customer relationships, evolve in order to address these changes? Two things are certain: technology will continue to evolve and customers will be increasingly more demanding. Continue reading
Copyright – The Washington Post/Worldcrunch – Karen Turner
Robots are one step closer to being able to experience an essential human feeling: pain.
Researchers in Germany are currently creating a “nervous system” that would mimic a pain response in robots, allowing them to quickly react and avoid harmful situations. Continue reading
Within the next five years, scalable artificial intelligence in the cloud – Brand AI – could potentially transform how retailers use personalisation to make every store visit a memorable, exclusive customer experience distinct from anything a competing digital disruptor could offer. Continue reading
Natural selection is Charles Darwin’s most celebrated theory. It depends on the fact that in each generation there will be mutation. This mutation creates variation in a species affording some with an advantage to survive in a changing world. Continue reading
One way a microfinance institution can improve its effectiveness is to optimise Loan Officers’ work, given that they are at the heart of the institution’s activity. Furthermore, providing them with technical tools improves the institution’s geographical coverage, information collection by managers at a customer level, and even the rate at which high-risk customers repay their loan. Continue reading
Digital technology is a topic that has been ubiquitous for the past few years and it has certainly not failed to make headlines as its impact, despite still not fully known, will transform our world.
In order to better understand why it has become so central and how it is probably behind the most major transformations ahead of us, but also to better understand the great simplicity of the concept. Here is our contribution to all the attempts at defining the term “Digital” and to putting its uses into perspective. Continue reading
Copyright – Les Echos / Worldcrunch – February 10 2015 – By Catherine Sabbah
Soon we’ll all be living in cities, immersed in a flow of information coming from multiple sources. More and more governments are making official data public in order to improve and clarify their policies and operational decisions. Continue reading
When a car passes in front of us, we see it (shape, colour, size), we hear it (engine, friction, music, horn), we feel it or taste it (exhaust gas), and it affects us (air current). Continue reading
Digitisation lurks everywhere. The destructive power of disruptive ideas doesn’t even spare monopolists such as LEGO. Many a concept in the big data category is so simple that it arises even in the child’s room. Continue reading
Recently, I read (and posted to LinkedIn) two articles that both highlighted a) the need for organisations to have a digital vision outlining how digital technologies will reshape the business environment they operate in and b) the absence of such visions in most organisations with an ad hoc approach typically being taken.
Both articles begged the question – how do you go about generating a digital vision for your organisation? Continue reading