Archive: CRM and customer experience


The customer's in charge in the digital enterprise

The customer is of course always right - a message that hasn't entirely made it through to the current generation of call centre operatives unfortunately - but now it seems that customers are not only right, but actively shaping the business strategies of firms with which they engage.


Can the BBC pull off a digital regeneration?

The BBC is a UK institution almost on a par with the National Health Service in terms of its role in the national consciousness. But it's also an organisation that's having to re-examine its role in the world and to work out its direction in a digital age.