Industry Focus


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Love your staff or lose your customers

Richard Blundell 11 Dec 2017 7 minutes

Empowering customer-facing staff with technology and new practices is the key to delivering your brand strategy and preventing negative experiences that go viral.

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Report How consumers see cyber security and privacy risks

Steve Ingram 05 Dec 2017 8 minutes

A recent PwC survey found that 85% of consumers will not do business with a company if they have concerns about its security practices. To earn trust, and consumer business, companies must protect customer data and respect individual privacy.

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The secrets of fast growing companies

Kate Bennett Eriksson 28 Nov 2017 9 minutes

Businesses need to create new value to compete. PwC partner Kate Eriksson believes companies should reconsider these four characteristics that their high growth peers embody.

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Infographic: Ready, Steady, Shop!

23 Nov 2017 2 minutes

Consumers are embracing online spending days such as Cyber Monday, Black Friday, Singles’ Day and Click Frenzy. The amounts being spent are staggering and much of it is being done via mobile.

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The new milk run: New business models for old businesses

John Riccio 16 Nov 2017 8 minutes

Technology and consumer preferences are disrupting traditional business models. Companies that tap into these changes will ensure their business profitability doesn’t go sour.

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The changing nature of trust

John Riccio 03 Oct 2017 10 minutes

In a digital world where vast amounts of data are harnessed yet people can’t see who they are transacting with, is trust possible? John Riccio examines the evolution of assessing reputation and the implications for business.

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Four ways to know your customer in a post-survey world

Customer surveys are becoming a thing of the past, with more efficient ways emerging to gauge sentiment. Barry Trubridge looks at how four technologies can help understand how your customer is feeling.

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Chatbots and the five rules of conversational experience

Sean Colvin Will Kingston 12 Sep 2017 9 minutes

So you’ve decided on a chatbot for your business. Have you got a strategy? Implementing an AI helper takes more than just IT. Sean Colvin flags five considerations to create a truly conversational experience.

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Why the experience age is closing the gap between consultancy and agency

John Riccio 22 Aug 2017 8 minutes

Creativity can’t go it alone, says John Riccio. Businesses are looking for a strong brand strategy backed up by data. Where does that leave the advertising industry?

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