The changes that hit the headlines are usually the big, highly-visible, sector-shifting changes brought on by technology-enabled businesses such as: But it’s important to realise not all disruption is caused by the high-profile tech companies. Lots of things are evolving on the inside of many long-established industries which themselves are spurred on by use of […]
client experience
How to understand client emotions
It’s often the case that customer satisfaction is measured by a survey that gives the level of satisfaction a numerical rating, like between 1 and 10. But emotions are not linear, so this form of measurement may be entirely misleading. Do you really know how to understand what your client is feeling? In a thought-provoking […]