Technology drove the first client experience (CX) revolution when advances in computer processing power allowed pioneers such as Tesco to develop data driven marketing policies. And technology advances have only accelerated, delivering standards of connectivity and user experience unthinkable even 10 years ago.  The ability to track and capture all aspects of interactions through online channels [...]

Touchstone CRM recently hosted a panel discussion on digital transformation strategies – and in particular the data protection issues related to the steps institutions are taking as they improve their business through technology innovation. The speakers included representatives from Gulland Padfield and Microsoft and the event was chaired by Wendy Spires, Head of Research at [...]

Failure to prepare is to prepare for failure.  Nowhere is this more critical than in a crisis situation where a flawed response can have serious long-term consequences.  But in a business environment where resources are stretched across multiple business objectives, crisis management preparation is often overlooked.  Research by Gulland Padfield has highlighted that Institutions are [...]