Dave James Phillips
  • Home
  • Read
  • Who
  • Act
  • Home
  • Read
  • Who
  • Act

Taste Your Own Biscuits

5/2/2019

0 Comments

 
Picture
Photo by Alex on Unsplash
There are a number of things that jumped out at me from the Michael Rouse @rousemb32 interview on the FinTech Insider Podcast (@FinTechInsiders). The now Chief Commercial Officer of Klarna, previously at Amex, shared fascinating insights into digital, culture, business, customer experience and much more. Here are a few insights from that Podcast that struck me:

Read More
0 Comments

What Price Convenience?

1/1/2019

0 Comments

 
Picture
Photo by Sydney Sims on Unsplash
It's increasingly fashionable to bash Amazon, to lay blame at the door of this company for the woes of the High Street, for the destruction of traditional commerce and many more industries. I've certainly been guilty of it myself. Recently, at least in my sphere calls to split up the commerce giant are becoming deafening. Some are likening the situation to the American Telephone & Telegraph Company before it was broken up as a result of an antitrust suit in the 1980s. Personally, I feel this is all too simplistic and a bit reactionary but I do feel that it's good to learn from history when we can.

Read More
0 Comments

DIGITAL DIVISION

7/11/2016

0 Comments

 

The majority of us are blissfully unaware of the true impact digital technology will have on our livelihoods.
In this age of information democracy, it is high time we had an inclusive debate.

Picture
Image credit: ​Hernan Sanchez - Unsplash
​Six weeks ago, I was in a cab in London. Actually, no. I was in Andre's car - an Uber. Andre had an extremely nice car for an UberX. Smartly dressed sporting a waistcoat and a tie, he took my case, opened my door for me and even hung my coat on the hook. This wasn't your common or garden UberX. They are normally somewhat beat up Priuses. This car, attire and treatment is usually reserved for Uber Exec. His driving also excellent. Andre was very different.
"Sorry, I don't have a business card." when I asked for his details for next time. I was surprised. "...but if you need a ride, just tap for an Uber and you'll have a car within minutes!". Andre embraced Uber 100%. In his mind driver ratings were an just reward, even for his extra efforts. I guess he must've thought that serendipity would take care of business and repeat custom. What terrific trust in his employer! Except, as far as Uber are concerned, he isn't an employee. What a great work ethic! This though isn't another piece on Uber's use of regulatory and tax loopholes. The real issue is deeper, way below the surface.

Read More
0 Comments

Joined-up Thinking

31/10/2016

0 Comments

 

The customer journey isn't confined to digital. When it is easier than ever to connect digital and analogue, why don't more companies do it? The customer experience industry needs to make this happen!

It isn’t difficult to create joined up experiences. We use mobile apps for so many tasks, yet when we need to speak to someone, it is so hard! Whether we're servicing our bank accounts, paying utilities, tracking our mobile phone usage and purchasing goods and services, we have to leave the app and are forced to use the dreaded telephone system. As a result we usually have to start from scratch.
In one example, after spending 20 minutes troubleshooting a technical issue online, it took customers on average more than 4 minutes from picking up the phone to convey their story to the tech support agent. All because of the hoops they had to jump through to get telephone support! That’s 20% more time for customers and 20% more time and cost for the company than is necessary.
All that extra time and energy expended, but customers were no further forward!

Read More
0 Comments

Location

Tweets about #future #digital

Contact Me