Dave James Phillips
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Connecting The Community

15/3/2021

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What does it take to bring fibre broadband into a rural community?

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Customer Success != Adoption

5/2/2021

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>What most vendors think equates to success for customers, is not what customers think. Why might this be?
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Photo by Wendy van Zyl from Pexels
Following this excellent blog post from Dan Roedner, I was inspired to pen a few thoughts about customer success. It was actually quite painful to read in some ways, because we witness it so often, many times too close to home. In my opinion, not only are customer success stories about the customer not the vendor, but although no-one would like to admit it in most cases what the customer achieves is almost completely down to the customer.

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Taste Your Own Biscuits

5/2/2019

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>When was the last time you truly sampled your own products and services end-to-end as a customer and partner?
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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:
  1. Culture & structure go hand-in hand
  2. Service is everything
  3. [A real] laser focus on the customer

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What Price Convenience?

1/1/2019

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>The old lines are blurring, the world is shifting and things are maybe not as clear-cut as they may seem.
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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.

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DIGITAL DIVISION

7/11/2016

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>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.

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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.

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Joined-up Thinking

31/10/2016

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>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!

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Image credit: Joseph Barrientos - Unsplash
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.

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