Transform your reality

Artificial, augmented and merged reality are taking the world of field service by storm. Merged Reality combines real and virtual worlds to allow physical and digital to co-exist and interact in real time.

The digital experience myth

There has been so much hype over recent years about ‘digital’ and all of the adjacent concepts like digital disruption. The reality is that your customer doesn’t really care about a so-called digital customer experience, they just want an awesome experience!

The AI ethics battleground

We consider recent focus on the ethics of artificial intelligence and the positions of big tech companies and academia in furthering the debate, in the context of the recent announcement of a new centre for the Humanities and AI ethics.

Invest in CX

Ultimately a customer experience programme is a ‘living’ thing. It’s either developing and growing, productive or in decline. Momentum is fundamental to any CX programme and to help you realise the desired change.

CX needs humans

This blog encourages you to remember the employees in your business and the vital role they have in helping you deliver an amazing customer experience. Digital tools are fantastic but resist the temptation to use them where they aren’t appropriate or the customer doesn’t need them.

CX lessons from Disney

Disney is the master of customer experience and no detail is too small in its quest to deliver a personalised, detail-focused experience in its theme parks. Here we consider a few examples in the context of a manhole cover.

CX & personalised chocolate

I was interested to read in recent press releases about Nestlé’s plans to develop “luxury handcrafted” versions of its well known chocolate KitKat bar, expected to be one of this year’s must-have Christmas presents. We draw some lessons about personalisation and brand value.

Going beyond the postcode

Postcodes were originally developed and adopted in the UK between 1959 and 1974. More recent approaches like What3Words and Google plus codes are trying to assign more accurate, meaningful geospatial locations. But what’s the implications for field service?