Laurence Cramp
Innovation

Disrupting last mile delivery

In this blog we consider the changing world of logistics and how new organisations are disrupting the so-called last mile delivery with models based on crowdsourcing, localised delivery and crowdstorage, with the aim of ensuring a superior customer experience. Find out what you can do to tap into new ways of delivering.

Laurence Cramp
Customer Experience

Why mobile customer experience matters

With so much focus on disruption and delivering a superior digital experience, it can be really easy to overlook something obvious - mobile technologies and the experience that a user, customer or employee will have of the technology that's in their hand!

Laurence Cramp
Digital

Disrupting retail - three digital CX case studies

We consider three trends that are disrupting different elements of retail - the in store checkout experience, the manufacturing process and the logistics and fulfilment process. In each case study technology is being used to ensure even greater efficiency, operating cost reduction and decreased time to market.

Laurence Cramp
Booking

Plan for success

How important is planning to your organisation? In this blog with give you some quick tips to make planning better and deliver a better customer experience as a result.

Ross Coundon
Field Service

The ABC of field service

What is the ABC of field service? The simple steps you can take to ensure a better field service business. In this blog we consider assets, bang for your buck and change.

Laurence Cramp
Digital

Think digital don't hate digital

Read this blog to find out some quick tips on how to 'do digital' and how not to hate doing it in the process! We consider digital skills, customer experience, setting clear objectives and not overlooking change management.

Laurence Cramp
Digital

Don't let disruption leave you behind

Most sectors are experiencing unprecedented change due to digitisation and the evolution of customer expectations. New technologies are grabbing the headlines and traditional operating models are getting disrupted. Here we consider why.

Laurence Cramp
Field Service

How merged reality transforms field service

What is merged reality and why is it important to field service businesses? Most importantly, what can you expect as some of the benefits of adopting it in your organisation?

Laurence Cramp
Customer Experience

Map your customer experience

A customer experience map helps you to understand and evaluate the story or your brand, products or services from a customer's perspective over time and across the channels they utilise. By gaining this understanding you can work to truly position your offerings to close these gaps.

Laurence Cramp
Customer Experience

How to listen better to your customers

We consider the importance of listening to your customers and some essential experience for getting meaningful customer context and capitalising on this information for your business

Alastair Clifford-Jones
Customer Experience

The true cost of customer service in utilities

Many mature organisations have invested in better technology and optimised processes but nothing is still more true than the phrase 'customer is king'.

Laurence Cramp
Digital

Digital trends for 2019

There's no shortage of predictions for trends and technologies for the year ahead. What we don't see as much of is unbiased, solution agnostic predictions based on real experience of what organisations are looking to develop. Don't worry - we've done the hard work for you with our 5 point summary.

Laura Mattin
Customer Experience

Keeping healthcare experience healthy

There are massive benefits that an optimised mobile workforce approach could provide to a healthcare organisation. Find out why in this blog.

Clive Godman
Customer Experience

Towards the omni-channel

Retail organisations are now using ‘omnichannel’ approaches to try and engage their customers in a seamless purchasing experience.

Alastair Clifford-Jones
Customer Experience

Poor customer service can kill your brand

How can an industry get things so wrong? There are minimum levels of service that customers expect, and at times the domestic appliance market is falling short.

Clive Godman
Customer Experience

Connecting with the connected customer

We're all hyper-connected, which means that the majority of your customers are too. So how do you connect with the connected customer?

Ross Coundon
Customer Experience

Your customers don't trust you enough for IOT

The internet of things (IoT) is the service industry's buzz-word of the moment but, in reality are your customers ready for it? This blog explores the forgotten pitfalls.

Laurence Cramp
Innovation

Driving the electric vehicle future

In this blog we consider what comes next for the UK electric vehicle market, how charging infrastructure should develop and how industry players can capitalise on opportunities

Laurence Cramp
Operations

Opportunities for virtual reality

Augmented Reality and Virtual Reality have long been feted as the next big thing. Technology companies have been hiding in plain sight to get the upper hand for when the battle truly starts.

Laurence Cramp
Digital

Living the augmented reality

In this blog, Laurence Cramp considers Augmented Reality and what comes next for this rapidly developing technology.

Laurence Cramp
Innovation

Making IoT work for telecoms

There will be nearly 21 billion devices in the Internet of Things (IoT) by 2020. Here's how telecoms companies can capitalise on the market opportunities.

Laurence Cramp
Customer Experience

Why customers switch utilities

Recent statistics suggest that 5.1 million electricity customers and 4.1 million gas users switched supplier in 2017 – the highest number for almost a decade. What is driving this behaviour?