Put the heart back into public services through digital and more
Digitalization, starting with smarter chatbots, can help redefine public services and the relationship between the people and the state, says Seán Meehan....
Customer-centricity
Experiences, engagement, and brand extensions: Decoding the new age of luxury hospitality
Luxury firms traditionally operating in hospitality are crossing arms with luxury brands entering the sector, or so it seems. Both types of players are gaining traction and growing their respective businesses through...
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How to make life better for customers and create a more successful organization
May 25, 2023 in Customer-centricity • 7 min read
In the quest for efficiency many organizations have forgotten the human side of customer service, says John Sills, author of The Human Experience. If in doubt, be human...
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Customer loyalty is a myth, just ask my taxi driver
January 9, 2023 in Customer-centricity • 6 min read
In his new book The Human Experience, John Sills explains why the “usefulness” of a retailer or service provider is far more important than any misplaced notions of fidelity....
How incumbents can win in the disruption battle
April 1, 2022 • by Thomas W. Malnight, Ivy Buche in Customer-centricity • 10 min read
Established firms can bridge the advantages of market power, long-standing customer relations and industry insights to triumph over rivals....
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