trends

This past month I consumed a slew of content about customer experience, which has led me to the conclusion that 2016 will be the year of customer experience.

A train journey gives you a chance to catch-up on all those 'trends for 2016' newsletters.

I have just been reading the one from Econsultancy about the '11 pivotal social media trends' for 2016.

Here’s my latest Brand Book Bite, a write-up on and interview with the author of a book I recommend for brand-builders:

These days, the future comes at us faster than ever before. We live in an age of accelerating returns, in which technological advancement moves at an exponential rate. In ten years, no industry will look like it does now. In twenty years many, if not most, of today’s jobs will be completely obsolete.

Are you looking for a career in neuromarketing, or as some prefer to call it, consumer neuroscience? How should you pursue that goal? Is such a goal even a good idea? I’ll try to provide answers, or at least some information that will let you arrive at your own answers.

Guest Post by Jeanna Heeraman

There are many influences behind perception, one of the biggest being psychological. Looking at different attitudes, marketing practice, notable trends and many more, these can all have an impact on an individual’s perception. For example, Lobster used to be seen as a food for the poor, being fed to prisoners. Over time, this perception has completed changed. The price of lobster has dramatically increased and it is now seen as a luxury.

Continuing on the delivery of the early insights into the third version of the customer service adoption and usage study we are conducting with our friends at KANA, A Verint Company (the summary of early findings is here, and the findings on social can be found here, mobile here, and operationalization of customer service here) I’d like to explore the rise of chat in contact centres.

Continuing on the delivery of the early insights into the third version of the customer service adoption and usage study we are conducting with our friends at KANA, A Verint Company (the summary of early findings is here, and the findings on social can be found here, and mobile here) I’d like to explore a little bit more the operationalization of customer service.

Two days ago at 07.00 the UK launched the sale of its 'Pensioner Bonds'. To buy these you had to be 65+.

At 07.20 I tried to log and buy some. The website was overcome by the demand and was showing an 'unable to cope' message.

Continuing the series of blog posts examining the early results of the customer service channels adoption and usage study generously sponsored by KANA, a Verint Company (read the summary here, the previous entry on social here, and watch this blog for the next entry in a week) I want to address some of the findings around mobile customer service.