Are You Sleepwalking Towards A Fine? GDPR
Are you sleepwalking towards a fine

Are You Sleepwalking Towards A Fine? GDPR

I have been sorting out a few bills this week and was struck by the number of companies still asking me to give full card details over the phone. These weren’t small companies either, one major mobile provider was on the list. From May 2018, any organisation which processes or stores personal data, including payment

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Time Is The New Currency
43490452 - girl sits at a table with a laptop and cell phone

Time Is The New Currency

I heard this phrase yesterday in a discussion group on customer effort and its impact on customer experience design. I know it to be true but hadn’t heard it summed up in quite that that way before. Customer effort is now one of the biggest factors in delivering great experience, the hard part is to

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Product Activation Using Visual IVR
Product Activation Using Visual IVR

Product Activation Using Visual IVR

A major software and technology company could not complete enough self serve product activation online or within the voice IVR. This was causing high customer effort, high inbound call volumes and increased costs. Approach Visual IVR was implemented to bridge the gap between digital and phone journeys and also utilise the capabilities of smartphones to

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