Competition Time!

There's a free ticket available for the Customer Experience World event at which I'm speaking next month. All you need to do is send you answer to the following question: What is the percentage of people using Twitter for Customer Service now? a) 60% b) 70% c) 55% by email to sandie@thefocusgroup.org.uk T&Cs here: http://www.focusgroupevents.com/CEW-Digital-2017/competition  

Digital Customer Experience event

In January I'm going to be part of a stellar line up of speakers at The Focus Group's Customer Experience Digital Leadership event taking place in London. I'll be exploring some of the themes on Play that are developing out of my work on the book (see the clip below), but I can also highly recommend … Continue reading Digital Customer Experience event

Ripe for disruption

Last night I was lucky to be invited to speak to the 360° Club at a hotel overlooking St Paul’s Cathedral. here's roughly what I said… So here is my starting proposition: “You’re less likely to be disrupted if you are in sync with your customers’ view of your value proposition.” I think that most … Continue reading Ripe for disruption

Knocking up PowerPoint

“Can you just knock me up a couple of slides on that?” are words that I dread. If you've ever seen me present you'll know I'm of the “seemingly random series of images” school of PowerPoint, and I'm pretty certain that someone asking me for a couple of slides isn't looking for a collection of … Continue reading Knocking up PowerPoint

Social Media Week – The Social Challenge

During Social Media Week in London, along with Katie King, I presented on the challenges that Social and Digital channels are placing onto the ways in which organisations are interacting with their customers. The presentation gave an overview of the report that I researched and wrote this summer for IG Digital. You can see the … Continue reading Social Media Week – The Social Challenge

Meeting of minds

This morning saw the culmination of about five months' work - the release of the research report that I've investigated and compiled over this summer for IG Digital, and the event organised in conjunction with social PR firm Zoodikers at which we launched. The research involved me speaking with or online interrogating people from 65 organisations across … Continue reading Meeting of minds

Upcoming events

I've a few events coming up in the early autumn... On September 23rd I'll be taking part in an event organised in conjunction between IG Digital and Zoodikers to launch the report on the research project I conducted for IG over the summer on the use of social and digital channels in customer engagement. The report … Continue reading Upcoming events

Networks versus media

The research that I have been recently undertaking for IG Digital has been highlighting a distinction that has been apparent to me for some time now. Whilst individuals tend to regard social networks as a means for two-way communications, organisations primarily view social media as an opportunity to transmit information, to broadcast.This is evident in the … Continue reading Networks versus media