Category: Digital Management

What is Service Design?

Historically, customer experience has always focussed on the end customer, the recipient of the service. This makes sense. When all’s said and done, like most in the industry, I prescribe to the fundamental that when it comes to delivering excellent experiences, you need to start and end with your customers.

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Digital Queue Busting

We’ve all seen how effective queue busters are at reducing lines in supermarkets, but what role can modern-day, well designed digital customer experiences play in addressing the same challenges in our contact centres, improving efficiency and ending those lines for good! At the risk of giving away my age, many

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The case for digital governance

If you’re anything like me, you’ll cringe at the thought of digital governance. Even now, as I sit here writing this article, I feel torn making a case for something that would have, at one time reviled me. Before I start, its probably worth defining what we mean by Digital

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