We need to talk about empowering retail’s real heroes: Frontline staff

We need to talk about empowering retail’s real heroes: Frontline staff American author Seth Godin once gave an interesting take on retail: “People do not buy goods and services; they buy relations, stories, and magic.” In other words, the retail experience has a strong correlation with “how” the product is positioned, managed, and sold at …

Construction will drive Socio-Economic positives through Digitalization

The construction industry contributes 6% of the global GDP(1); and with accelerating urbanization, this share is set to rise further. For such a critical economic sector, the industry wasn’t at the forefront of digital transformation, until recent years. However, this has now changed dramatically; and accelerated digitalization and tech adoption define the post-pandemic construction sector. IoT …

Employee empowerment is the gateway to great retail CX

According to Bob Thompson, Founder and Editor-in-Chief of CustomerThink.com, less than a third of all CX initiatives end up being successful(1) in terms of tangible benefits. Yet, the CXOs behind these less than successful initiatives seldom give up, because irrespective of the success or the lack of it, they continue to see CX as crucial to …

Increasing cyberattacks and data breaches call for greater compliance with international standards

In a few hours, after the latest Facebook outage, CEO Mark Zuckerberg lost about $7 billion(1)! With Facebook not issuing an official announcement on the cause of the outage, many theories are being floated online. Most of this speculation is about a data breach – another chilling reminder of what is at stake, in the …

Foolproof or flawed: Where does your security posture stand?

In 2015, addressing the Women in the World conference, Amy Pascal, former Head of Sony Pictures, had this to say: “There was this horrible moment when I realized there was absolutely nothing I could do”. The moment in question was when Sony came under a cyber-attack(1) that put many people in the show business in …

The Digitalization of Healthcare: Enhancing a critical service with tech-led innovation

The quality of healthcare available to patients is one of the most fundamental measures of how developed a society is, and with good reason. It’s an area of human activity that is constantly innovating and evolving to find new cures, develop new therapies, and invent new procedures, so patients get the highest standards of service …

Leading the right organizational CX transformation

“How do you define customer experience (CX)?” This question has elicited different answers over the course of the past decade. However, lately, following the COVID-19 outbreak and associated momentum in digitalization, the answer is more dynamic than ever. Driven by a drastic change in consumer behaviors and expectations, CX now corresponds to many rapidly-evolving factors …

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