By Michael Von der Geest, Partner, EY. Some businesses obsess about their customers and others don’t. As consumers, we know the difference only too well. Just compare the ease of using social media with the frustration that often comes with dealing with your utilities provider. That’s because some organisations are still shaped more by their … More Why digital leaders build their businesses around customer need
How to avoid the cyber blues this Black Friday … More Avoiding the ‘cyber-attack’ blues this Black Friday
By Ioannis Melas Partner, UK&I Technology, Media and Telecommunications, EY. My first blog outlined why organisations are coming under increasing pressure to improve customer experience. I also summarised an approach which helps clients to address this challenge by creating a digitally integrated customer experience (DICE). Now I’m continuing to look at the key trends that … More From conversion to engagement: how key trends are redefining customer experience.