New paper: On your marks, headset, go! Understanding the building blocks of metaverse realms

The hype around the Metaverse may have subsided, but that doesn’t mean that the belief in the potential of this technology for business has decreased. On the contrary, technology research and consulting firm, Gartner, believes that the combination of Metaverse, Web3 and AI (and especially generative AI) technologies offers numerous possibilities for firms. Nevertheless, there is no … Continue reading New paper: On your marks, headset, go! Understanding the building blocks of metaverse realms

From metaverse games to serious customer insight

Enthusiasm for the metaverse as a business asset seems to have cooled down a bit. OK, a lot. At least, judging by Google searches for the term. Nonetheless, if there’s one area where the Metaverse is still promising to deliver business value is in terms of generating customer insight. The combination of technologies such as … Continue reading From metaverse games to serious customer insight

Channel 4’s “Deepfake Queen” video – Good idea, bad timing

It is a tradition, in the UK, for the Queen to address the nation on Christmas day, via a message which is broadcast on BBC. Another tradition is for Channel 4 (a commercial TV channel) to broadcast its “alternative Christmas message”, at the same time. The message usually flags a contemporary, social issue – such … Continue reading Channel 4’s “Deepfake Queen” video – Good idea, bad timing

Level vs source of customer (dis)satisfaction

We sometimes think of customer satisfaction and dissatisfaction as two sides of the same coin. If a certain feature is present – say, courteous service – customers leave satisfied; if that same feature is absent, customers leave dissatisfied. So, to have happy customers, all we need to do is keep improving on that feature. … Continue reading Level vs source of customer (dis)satisfaction

Using social media for customer engagement

@Bernardamus reached out to me on Twitter, asking for suggestions of online references for a talk that he is preparing on the role of social media in customer engagement. I thought I would share my initial thoughts with you, and pick your brain, as well 🙂 Customer engagement (CE) is about connections with customers, as well … Continue reading Using social media for customer engagement

December 2014 and January 2015 round-up

At the end of December, I was travelling and had limited access to the Internet. So, I decided not to write my usual monthly 'round up' post. Nonetheless, I still took the time to reflect on how the month had gone; and, afterwards, on how 2014 had gone, and I was stricken by the difference. … Continue reading December 2014 and January 2015 round-up