jack_springman

Member Since: 1st Feb 2010

Innovation Consultant Independent

19th Sep 2019

I keep six honest serving-men, (They taught me all I knew); Their names are What and Why and When And How and Where and Who. In order to...

21st Jun 2017

Customer research is an interaction and its impact on the customer experience needs to be taken into account when it is being designed. As...

Data

1st Mar 2017

As highlighted in a previous post , organisations are seeking to deploy chatbots to reduce costs to serve while improving the customer...

15th Feb 2017

For large B2C businesses, reducing costs through increasing the share of service interactions handled without human intervention is a top...

7th Feb 2017

A couple of years ago - during a water-cooler conversation on the requirements for success in an increasingly digital world - my then...

5th Jan 2017

15 years ago, you would have found no greater supporter of customer-centricity than me. The internet was bringing greater choice to...

7th Aug 2015

Datafying human behaviour is the next frontier for analysing unstructured data and prospering in the knowledge economy. But the final...

11th Jun 2015

One of the six steps to gaining insight advantage is creating data, which follows on from asking the right questions. Once you have defined...

Data

14th May 2015

In the knowledge economy, superior knowledge is the most compelling source of competitive advantage. Despite the self-evident nature of the...

Data

12th Mar 2014

All businesses want to understand causality – which levers to pull to have the greatest effect on financial results – and assumptions about...