Charles Heunemann

Today, while our phones are never out of reach, we largely avoid talking on the phone. Ironically, most people use mobile phones primarily for email, texts, internet search, social media and other apps rather than as a phone (ie. to make and receive calls)! Why? It’s true that there are many other forms of digital… Continue reading Have your phones stopped ringing? This may be why

The term ‘Fourth Industrial Revolution’ was originally coined by Klaus Schwab founder and executive chairman of the World Economic Forum. Schwab explained that one of the features of the Fourth Industrial Revolution is that “it doesn’t change what we are doing but rather it changes us”.  Over the past 150 years, automation and mechanisation has… Continue reading How this ‘Fourth Industrial Revolution’ will change the way businesses engage customers

Nurturing greater Customer Lifetime Value, one conversation at a time From all reports, we are experiencing a ‘retail recession’ and figures show that consumer confidence is plateauing. So now, more than ever, maintaining a healthy flow of sales is a matter of survival. It is well known that the greatest source of new business and… Continue reading Your customer is not a commodity

In a world where businesses grow more alienated from their customers every day, the rise of AI and chatbots threaten to cut out human connection entirely. One single negative customer experience can result in the loss of a potential loyal and lucrative client, and these are the times when businesses need human intervention. Automated customer… Continue reading The power of human connection