The battle for an emotional connection is the newest frontier in the battle for customer experience.Humans are emotional decision makers. It is not a great challenge to most people’s intuition to...

The customer profile is a very valuable and widely used entity in the world of the telecoms. It is used in many activities from targeting offers to providing support to customers. Historically, a...

The FANG companies are winning the hearts of the customer, big time. All because they’re providing them with the best customer experience compared to other brands they interact with.

Having worked in Marketing for over 25 years, much of it in relationship marketing and loyalty, I am not sure that many days have gone by where the words brand and sticky, or some synonym for...

In today’s world, technology is moving at speed. Disruption is occurring so frequently across so many industries even the biggest businesses are concerned about survival. They are right to be...

There are always some interesting insights gained from the annual refresh of the Internet Minute. Growth, levelling and decline are clearly observed across some of the major offerings as well as...

(Yes. Here's how to win Trust and Loyalty.)

In this second instalment, we will discuss how to achieve a position of digital privacy leadership. Here's how to exceed customer expectations about...

According to Forrester “A laser-like focus on Customer Experience (CX) is the best path to business success". Telcos need to up their game if they are to keep pace with the expectations of their...

This blog is in two parts.  In the first part, we will discuss what CCPA is and what it requires. The second part will discuss how to make the most of this opportunity.  Basic compliance is...