[5 minute read ]
In this article CapFeather’s Anjali Jaiprakash, with Ross Crawford and Jonathan Roberts, explore how automation and robotics will disrupt the specialist field of medical diagnostics.
[3 minute read]
Mac Williams of Pearson Education introduces the latest book from CX strategists Robert Dew, Bill Russell, Cyrus Allen and George Bej: “Lean CX tackles the problem that many CX leaders confront every day - to convert what appears to be almost common sense into business practice and priority. As Drucker said, the real reason for a business to exist is to create and keep customers. So simple, so then why isn’t this simple truth at the very heart of our organisations?” Lean CX is a must-read for customer experience professionals and will be available in April 2021.
[4 minute read]
Jo Causon, CEO of the UK’s Institute of Customer Service, encourages organisations to innovate and ‘build back better’ to create resilience against future shocks.
[3 minute read 3 minute video ]
In a relatively short period of time health treatment may look more like something we’re used to seeing in science fiction movies, not our local clinic.
[7 minute read]
Companies in the FMCG space are looking at how to deal directly with customers because traditional retail options are not available right now. Building relationships direct from the manufacturer to customer requires rethinking both marketing communications and channel portfolio to get cut through.
[5 minute read ]
In this article CapFeather’s Anjali Jaiprakash, with Ross Crawford and Jonathan Roberts, explore how automation and robotics will disrupt the specialist field of medical diagnostics.
[8 minute read]
The global pandemic has pushed the world into economic recession. But the news is not as bad as you think. Some sectors are already in recovery. This article describes the contrarian mindset your executive needs to have right now if your organisation will emerge to be successful in the brave new world coming now.
[4 minute read + 4 minute really cool 1980s video clip]
This week Qantas announced the fastest sell out in history of one of its flights. The destination? The same place as where the flight took off from. If you ever needed proof people buy things for a whole lot of reasons not making rational sense, now you have it. The implications for your customer value proposition are intriguing.
[4 minute read 1.3 minute video ]
Automation will impact so many aspects of our personal and professional lives. In this Edition we look at how an age old trade - brick laying - is about to be disrupted through the application of advanced robotics.
[4 minute read 6 minute video ]
Snapchat is a stand out in the world of social media. It has captured the attention of Gen Z like no other app. According to Oberlo, Snapchat’s success is formidable. It is the second most used mobile app in the world with more than 220 million users. Half of 15-25 year olds are engaged. Many of them are highly engaged - 63% log on daily and the company claims they open the camera in the app 20 times a day.
[4.5 minute read 3.5 minute video ]
Automation will impact so many aspects of our personal and professional lives. Each edition we will showcase an examples of Automation and discuss the implications for customer strategy and our individual experiences.
[4 minute read] VALUE REPLACEMENT
How is your organisation reacting to the global pandemic? Are you treating is as a threat or an opportunity to succeed? This series of 4 posts outlines the 4R’s of Revenue Recovery, or how to flip from ‘going to hell in a handbasket’ to ‘going to heaven in a heartbeat’.
[6 minute read] ASSET REDEPLOYMENT
How is your organisation reacting to the global pandemic? Are you treating is as a threat or an opportunity to succeed? This series of 4 posts outlines the 4R’s of Revenue Recovery, or how to flip from ‘going to hell in a handbasket’ to ‘going to heaven in a heartbeat’.
[4 minute read] FULFILMENT REORGANISATION
How is your organisation reacting to the global pandemic? Are you treating is as a threat or an opportunity to succeed? This series of 4 posts outlines the 4R’s of Revenue Recovery, or how to flip from ‘going to hell in a handbasket’ to ‘going to heaven in a heartbeat’.
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