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In-Flight entertainment – Bring your own screen.

American Airlines scraps screens and tells fliers to bring their own (but they will have internet) | @hazelplushhttps://t.co/4zVke0x91K pic.twitter.com/5iNi0lE7lg — Telegraph Travel (@TelegraphTravel) January 25, 2017 Running an airline is not an easy business, but… 

Bill My Taxi to my Hotel Room.

Visiting Kuwait on business last week, I had a great customer experience while taking a taxi. While services like Uber and Careem are changing the way people get around, sometimes it’s nice to be surprised… 

Customer Segmentation in a Blink

Does your best store associate do customer segmentation faster and better than your Marketing Automation system? A billboard on Sheik Zayed Road in Dubai at the moment reads “Data is the new oil”. (I could… 

The rise of the Prosumer

prosumer noun [c] UK //prəˈsjuːmər/ an experienced customer who buys high quality technical products or equipment. Formed from the words ‘professional’ and ‘consumer’, the prosumer wants the best. e.g. Cameras, Kitchens, Sporting Goods Your customer… 

Welcome to ‘The Customer’.

Creating the ultimate Customer Journey A few months ago, I gave a presentation in Dubai about the creating the ultimate customer journey. Customer experience means different things to different people, but my starting point is…… 

An Audience With Ronaldo Mouchawar

Impact Hub in Dubai hosted SOUQ.com CEO Ronaldo Mouchawar last night as part of their #DisruptiveCEO event series. The charismatic leader of this Arabic online success story covered a wide range of topics including some…