- Connecting the BOTS – Joining up to win Customers’ and Colleagues’ hearts and minds
- Look who’s talking! Conversation not confrontation is the key to winning customer’s hearts
- Lies, Damned Lies and the (wrong) Statistics – Measuring what Matters for Positive Customer Outcomes – The End is Insight
- “It Don’t Mean a Thing (If It Ain’t Got That Swing )” Winning at all Costs, costs!
- Digital Transformation & Customer Experience – Separated at Birth, Reunited by a Common Purpose