How do you build a unicorn platform business that scales massively without overhead? One way is to use a Software as a Service (SaaS) model. But perhaps this acronym needs to be renamed to SaaSS – or Service as a …
There is a concept in economics called elasticity. Can elasticity be applied to Customer Experience (CX)? To what degree does friction in the customer journey impact sales? Before the ‘Virus’, when times were good, it was easier for companies to …
Imagine, that it would need to take a global pandemic to force companies to think about their customers needs. The disruption to work practices as a result of COVID-19 has exposed many business practices that existed because of short term …
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