Google’s Murky Customer Workarounds (3min) If it’s free then you are the product, writes the author of this NY Times article. Google has long profited from scraping user data, but …
Customer Experience Disruption: Healthcare Faces a Bitter Pill
First published in CMO magazine https://www.cmo.com.au/blog/brand-cx/2018/03/27/customer-experience-disruption-healthcare-faces-a-bitter-pill/ Over the past decade, disruptors such as Amazon, Apple and Australia’s Atlassian have delivered technology enhanced customer experiences, which for the most part, have …
2018 Predictions – The Year Ahead
In this week’s 2018 Predications briefing, Forrester focused on 3 themes: Customer Experience, the Digital Crisis and the Rise of Intelligent Agents. Forrester has branded 2018 ‘a year of reckoning’. …