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Articles by Peter Tetlow
How finance leaders can deliver successful change projects
Major solution change projects, as typified by the classic ERP programme that most CFOs will be expected to sponsor at some point, have the potential to be career defining moments. Tales of major change projects that got out of hand, and significantly impacted the recipient organisation, are hardly rare, but a good deal more are never made public, for obvious reasons.
Casino call centers need to emphasize the customer experience
Subscribe Home » Casino call centers need to emphasize the customer experience Other ColumnsEnterprise OperationsManagement Systems/AnalyticsMarketing PromotionsColumns Call Center July 15, 2019 Reprints Organizations need to truly understand what the customer experience is and also what it means within the gaming industry in order to improve it.
Tackling the UK’s productivity puzzle
If more people in work does not equal increased productivity, this means that there are other long-term factors underpinning the UK’s productivity problem. Friday’s figures released by the ONS once again show that the UK still struggles to find the missing pieces to solve its productivity puzzle. If we continue on this path, the UK economic slowdown in the next few years risks being worse than in any other comparable large advanced economy.
FD Tech update - Financial Director
Amazon is hinting at Alexa’s future functionality Amazon is reportedly developing new Alexa features and gathering data that could broaden the AI-powered voice assistant’s functionality. First of those include a patent that would enable Alexa to take instructions without requiring a “wake word” to trigger it. While this raises several privacy concerns it would allow consumers to interact more naturally with the assistant.
FD tech update - Financial Director
Technology Facebook announces two new algorithm updates aimed at improving engagement Facebook has announced a couple of algorithm updates to its News Feed to prioritise personalised content for users. The News Feed will have two prominent ranking updates: prioritizing the friends a user wants to hear from the most, and links that a user may find worthwhile.
Carrefour Romania offers biometric payments on top of “single digital portal”
Carrefour is testing biometric payments in Romania as part of an ongoing digital transformation project. The chain will allow customers to pay through facial recognition at conventional and self-service check-outs at its Skanska supermarket in Bucharest. The company did not specify how customers create the digital profile that they can use at the checkout.
Casino targets 30% of sales online by 2021 through “digitalisation of customer relationships”
France’s Casino wants 30% of its sales to be online in three years, as it cuts back its store estate and pivots to digital. The French retail giant saw net sales rise 4.7% on an organic basis to €36.6 billion in 2018, although they fell 2.4% on a reported basis due to currency fluctuations. Trading profit was up 9.8% organically but fell 0.3% on a reported basis. Ecommerce was responsible for 18% of sales in total or around €6.6 billion.
Are technological developments becoming a threat for compliance?
Technology As technology has advanced, it has paved the way for collective business progress, increased efficiencies and generated cost savings which were not previously possible. However, as with any revolutionary disruption, opportunities bring challenges and potential pitfalls which have further implications. These negative ripples can appear in any shape or form, as recently seen by the airport drone fiasco.
Tech errors- and fixes leaders need to make
Technology Last year a group of female jobs seekers in the US accused tech giant Facebook of helping employers exclude female candidates. They said 10 companies were using Facebook’s targeting technology to exclude women from seeing ads for jobs at a home security system installer, police department a window replacement firm and others.
How to calculate the true total cost of customers
Technology In a competitive marketplace, simply winning customers is no longer enough to ensure healthy profit margins. After payroll, travel and expenses are the second largest expenditure for any business, and in the global B2B environment where sale cycles are typically long and Customer Acquisition Cost (CAC) high, CFOs need to look at better ways of measuring and forecasting spend in order to optimise ROI.
The tech-savvy CFO
When Colin McKinlay became the CFO of Center Parcs, the owner of several high-end forest resorts across the UK, he brought with him an instinct for using all the technology at his disposal. The business he joined from travel giant Tui in 2017 had a sound finance function, but wasn’t capitalising on all the available means to drive value.
Lack of tech expertise at board level puts strategy at risk
Boards lack the technological expertise to fully understand the challenges and opportunities that data and technology present to their organisations according to a recent poll by ICSA: The Governance Institute and recruitment specialist The Core Partnership. The poll of governance professionals, which was first published in December 2018, found that just 51% of boards understand the challenges and opportunities that data and technology present to their organisations.
Enabling technology trends for enhanced business performance
CFOs are acutely aware of the importance of technology as an enabler for business performance and many are moving away from just analysing and reporting financial information, to identifying trends in order to contribute to key strategic decisions in the boardroom. As technologies mature, we will continue to see a more engaged role for the CFO in supporting businesses to adopt emerging technologies and adapt to newer technological trends.
What does 2019 have in store for customer experience?
Technology In 2018 it was predicted that voice would soon be dead, and robots would terminate the call centre workforce. Not only did these predictions not come true, but they also didn’t encompass the importance of the customer, and what experience they actually want; after all, we live in a consumer driven economy. With this in mind, Peter Tetlow, client solutions director, Ventrica, outlines 10 top trends for contact centres and the customer experience (CX) in 2019.
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