Archives

Customer Service with Passion and Principles

In 1979, long before customer service came into vogue, I designed the world’s first customer service training program. I felt that if organizations would make their customers feel special, wanted, and appreciated, they would have loyal customers.  The way to...

Why Security Is Important for the Customer Experience

The customer experience industry is in transition. According to a new report, State of Customer Experience 2017, published by West, 88% of customer service professionals expect digital interaction to overtake voice calls by 2020 or sooner. This is great news,...

Ten Tech News Stories You Should Know About

New tech stories. Take a look at what has been happening in the Tech world.     1. Check the top 5 ARKit demos released up until now. Get a glimpse of what the future of AR would look like.       2. A patent...

Innovation: Always Start with the Customer

We all have a good idea of what innovation means. New ideas. News ways of doing things. Game changers. Doing something better. Differently. And crucially, before anyone else. But what does innovation look like for Financial Services in today’s fast-paced world...

London FinTech Conference With Live Startup Crownfunding

A major FinTech conference coming to London this October is to provide delegates with the opportunity to invest directly from the conference floor as part of its grand pitching final. LendIt Europe, which claims to be Europe’s largest FinTech conference series,...

Amazon’s and Microsoft’s AI Assistants Are to Be Friends. What Would That Really Mean?

On Wednesday, Microsoft and Amazon made a surprise announcement: Cortana and Alexa, their respective AI-based voice assistants, will work together.   Or, as Amazon CEO Jeff Bezos succinctly put it in a tweet: “Alexa has made a new friend.” For anyone following the rise...

HSBC and Barclays Are Creating a New Cryptocurrency Designed Only for Banks

Several of the world’s largest banks have today revealed a series of steps to advance a project aimed at making it easier for central banks to issue currencies on a blockchain. Called Utility Settlement Coin (USC), the project is designed to...

Millennials Really Are Making a Move on Tech Funds

At the age of 27, Andre de Haes raised 30 million euros ($36 million) for his London-based venture capital fund, Backed VC. Now 30, he and his 29-year-old business partner Alex Brunicki are among a cohort of young investors who are...

Four Security Trends That Threaten Your Network Hive

A bee hive is an industrious place of teamwork; now imagine vulnerability, and a passing wasp taking its opportunity to force entry. Your business is its own hive and the impact of cybercrime and the integrity of our systems is a...

Travel Customers Want to Get Personal – Really Personal

When you think about the number one reason why customers book via AirBnB, you may be surprised to learn it isn’t to buy a low-cost product. In fact, it turns out their choice is based primarily on the desire to stay...