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HSBC and Barclays Are Creating a New Cryptocurrency Designed Only for Banks

Several of the world’s largest banks have today revealed a series of steps to advance a project aimed at making it easier for central banks to issue currencies on a blockchain. Called Utility Settlement Coin (USC), the project is designed to...

How to Avoid the Traps of Customer Experience Measurement

Victoria Bough, General Manager for Customer Experience Solutions at Periscope By McKinsey, explores the key steps and traps to avoid in transforming a middling approach to customer experience measurement into one that delivers impact and creates value. The impact of customer experience initiatives...

Millennials Really Are Making a Move on Tech Funds

At the age of 27, Andre de Haes raised 30 million euros ($36 million) for his London-based venture capital fund, Backed VC. Now 30, he and his 29-year-old business partner Alex Brunicki are among a cohort of young investors who are...

Four Security Trends That Threaten Your Network Hive

A bee hive is an industrious place of teamwork; now imagine vulnerability, and a passing wasp taking its opportunity to force entry. Your business is its own hive and the impact of cybercrime and the integrity of our systems is a...

Travel Customers Want to Get Personal – Really Personal

When you think about the number one reason why customers book via AirBnB, you may be surprised to learn it isn’t to buy a low-cost product. In fact, it turns out their choice is based primarily on the desire to stay...

Why You Need to Give Your Employees the Freedom to Perform on Every Call

For people who talk to customers for a living like call center agents, traders, IT supporters or private bankers, great conversations are key to driving customer satisfaction. However, customer satisfaction is under pressure. The customer journey is continually changing towards digitisation...

Why Personalised Advertising Is The Only Way to Go in an Age of Ad-blockers

Online advertising has hit something of a wall in recent years. People are fed up with pay-and-spray tactics, and ad-blockers are on the rise. And while the concept of ‘personalised’ advertising may tap into our fears about privacy, it is...

Apple Is Destined for Huge iPhone Growth in 2018

Research firm IDC recently published its expectations around Apple iPhone growth for both this year and the coming year. According to IDC, iPhone shipments will grow 1.5% year over year in 2017 (a marked improvement from the 7% drop that IDC says that iPhone...

Bulk Buy: Why Zero-waste Supermarkets Are the New, Old Way to Shop

A bring-your-own containers store in east London is the latest shop to ditch packaging. But the principle of leaving nothing to waste dates back to an earlier time There is a decidedly retro feel to London’s latest attempt at a zero-waste...

Flexible Working: A 3-Point Plan for Contact Centers

Flexibility in contact centers means many things to many people. It usually means making life easier for agents, enabling them to strike the all-important work/life balance.  Or, it can apply to the automated technology that makes flexible working possible.  Most...