The Stickiest Brand in a Very Slippery World

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...

Your Customer Experience is crying out for a new fuel!

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...

Are you worried about Netflix eating your lunch?

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...

Can CCPA be good for business? Seize the Opportunity in CCPA compliance (Part 2)

(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...

Expected Excellence - The Growing Demand for Personalisation

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...

Seize the opportunity in CCPA compliance

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...

Bad Sherlock and the case of the Great Data Deception

Here’s the theory: if we take all the data we possess about customers,  we could deduce a great deal and draw powerful insights. We could use this information to enhance customer experience better...

The 360° Customer View - Dispel the Myth!

Telco Customer Experience and Marketing teams are failing to make emotional connections with their customers. They are frustrated because they are unable to use all of their data to develop rich...

The Great Competitive Paradox: Telcos' defining moment

 The biggest problem that telecom operators face is keeping up with the demands of the connected customer.*