The future of retail comes back to knowing and understanding your customers, says Angela Ahrendts, veteran of Apple and Burberry - and COVID-19 provides another reason to sit down and have a conversation with them.
Nike's digital growth has accelerated during the pandemic crisis, but it's time to move into an accelerated next phase of omni-channel evolution, says CEO John Donahoe.
Use of online one-way video chat has proven such a success, Samsung’s online team see it as being a big part of support going forward
The success or otherwise of a mass return to the workplace will depend on trust levels between employer and employee as much as on tech solutions. But what is trust?
As cyber-attackers up their game, there's a growing technology need for email and collaboration security products that employ AI to block phishing and malware attacks.
The Co-op is one of the UK's best-known brands, operating across multiple lines of business, many of which have come under the pressure of increased customer support demands during the COVID crisis.
Italian insurance company Generali has some ambitious business transformation ambitions with digital at their heart.
Saad Bashir, CTO for the City of Seattle, shares his experiences of IT services delivery during the pandemic crisis.
RDG CIO Simon Moorhead on how the industry membership organization is using Mulesoft to help integrate services across the many operator companies that make up the UK rail network.
The Netherlands second-largest bank is shifting to a Pega platform to upgrade its multi-channel customer service delivery.
Learnings from and future directions for HSBC Wealth and Personal Banking as it builds out its Pega global deployment to bolster the CX offered to clients.
Good CX always matters, but the broadened digital demographic coming out of COVID-19 lockdowns has implications for all organizations in terms of service design.
If COVID-19 results in greater adoption of contactless payment tech, there could be CX benefits for digital commerce overall. Visa and Mastercard are ready to tap into the opportunity.
Contactless payments are a good idea in the middle of a global public health crisis, but some countries are more ready to take advantage than others.
Lessons from a significant infrastructure change.
US insurance provider Aflac is 6 years into a customer-centric digital transformation program. Rich Gilbert, Chief Information and Digital Officer, highlights progress to date.
