News & Views
BIO is often in the news for our work as Digital Change Agents®. From the broadsheets to Bloomberg and from our whitepapers to special events, you’ll find all the latest stories, comments and conversations here.
Never mind the content – it’s the context that creates standout customer experiences
The idea that ‘Content is King’ has been central to digital platforms for more than 20 years. But as the potential for personalisation has increased, now it’s context which is key to delivering real meaning and value to each individual customer as they interact with businesses and organisations.
Digital disruption of the legal sector has a very human face
The legal sector has confronted change before, and it’s confronting it once again… but this time it’s different. More fundamental, more far reaching. While the current zeitgeist is focussed on the “digital” aspect there are two other, even more significant, factors disrupting the industry.
With eSIMs set to disrupt the industry, telcos must dream up new ways of creating customer loyalty
Never mind 5G, the eSIMS are coming and it’s going to change the telecoms industry – and the customer experience – forever. We take a look at the challenges and the opportunities for telcos, as customers gain the ability to switch from plan to plan with ease.
As online/hybrid agents stumble, are the traditional property players having the last laugh?
The last couple of years have been bumpy for online estate agents, with Hatched closing its doors, easyProperty struggling and Emoov moving into administration before relaunching. Purple Bricks are ever-present, but shut down operations in the US and Australia and admitted taking its eye off the ball in the UK. Where’s it all gone wrong for the online and hybrid estate agents, and what does the future hold?
7 customer experience innovations coming to your next flight
Airlines and airports around the world are working on ways to use new technologies to make the customer experience less stressful, more efficient and more satisfying. We take a look at seven innovations starting to creep into the industry.
Why digitally-enhanced customer experiences are key for the future of fashion retailers
With online sales rising slowly but physical stores getting higher spend per customer, what’s the future of fashion retail? It’s the brands who successfully combine engaging online experiences with technology-enhanced physical stores who are likely to find the future’s bright.
It’s not easy being green: the challenge of creating environmentally friendly packaging for ecommerce sites
Creating environmentally friendly packaging that pleases customers and keeps goods in perfect condition is a huge challenge for ecommerce sites. And despite their best efforts, it can also be very hard for customers to know what to do with their empty packets and mailers. We explore the issues, using ASOS as an example, and looking at some of the solutions being dreamt up by new packaging innovators.
Would wrapping up online entertainment services create customer loyalty to telcos?
From Netflix and Amazon Prime to Spotify, Apple music and gaming platforms like Twitch, today’s consumers have to manage a whole host of online streaming services. Does this present an opportunity for telcos to engage with customers who don’t feel much loyalty to their current provider?