Brum brum – cars and data

Some people use their phone to pre-warm their cars during wintertime. Some people use their phone to unlock their car. Some people use their phone to locate their cars when they’ve forgotten where they’ve parked. Some use their voice to start the ignition. Some cars drive themselves. Some automatically keep you within the white lines.Continue reading “Brum brum – cars and data”

Let’s get personal

I see a lot of comments recently about ‘personalisation’ and how it just doesn’t work. People think it’s complicated and you need a complex technology stack to be able to deliver a personal experience digitally. Let’s start by defining what we mean by ‘personalisation’. It’s all about me, and how I feel. I don’t actuallyContinue reading “Let’s get personal”

Why customer experience trumps everything

I’m a very strong believer that for a business to truly succeed and make lots of money, they really have to focus on having a fantastic customer experience. Yeah, you can make money by having a decent enough customer experience (Amazon?), but if you really want to hit the g-spot it has to be fantastic.Continue reading “Why customer experience trumps everything”

The future of retail?

Retail is continue to evolve, and the last couple of years have forced faster and deeper changes. So-called ‘multi-channel’ or ‘omni-channel’ started to become properly established over the last decade, when the technology developed to be able to join newer digital channels together with established physical retail estates. Buy and collect (Argos, Tesco, John Lewis,Continue reading “The future of retail?”


There is no right answer to creating a good online self-service environment, but there are some strong best practice pointers that will help guide the way. Not everything will be suitable for every business. Here are some pointers though! Ensure you have joined up analytics, including contact centre, voice of the customer and digital data.Continue reading “Help!”

How The Guardian Uses “Attention Analytics” To Track Rising Stories

Interesting article about how a tool created during an internal hack day has become a key part of the Guardian’s future…