Customer Experience
How to stimulate digital engagement with customers
In the offline world, organizations build their customer base slowly over time and these customers generally become and stay loyal to the company—unless there’s a major screw up. But that’s…
The End of Fax Britannica! Is a New Paperless Age Coming to Britain’s Public Sector?
On January 1, 2019, Britain’s National Health Service (NHS) made a big digital move – no new fax machines. While this might seem insignificant, the underpinning message is deep: a…
When Edward Snowden leaked NSA’s classified documents of their surveillance program, it sent a message out and loud to companies; if an employee can steal sensitive documents from the NSA,…