Why you need an HR strategy for your bots

Why you need an HR strategy for your bots

When I go into my local coffee shop, they greet me and ask me if I want my usual coffee (latte if you are offering). Usually I say yes, but occasionally I go for something different like a mint tea. This usually gets the response of a raised eyebrow or a comment about...
Evolution, not Transformation: Fixing Change for the Digital Age

Evolution, not Transformation: Fixing Change for the Digital Age

We need to talk about transformation.  In the age of Digital, it’s broken. Let’s take a look at the transformation paradigm: change is happening, whether we are talking about big, disruptive innovation that entirely alters your customers’ expectations, or there’s an...
What I learned at a CX Insurance Conference

What I learned at a CX Insurance Conference

What I learned at a CX Insurance Conference I recently attended the CX Insurance conference in London – excellently hosted by Kim Palfrey and the team at IQPC. From a customer experience (CX) perspective, this sector has always fascinated me in terms of what it could...
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