Digital platforms have become one of most powerful forces in global business. They support entire ecosystems, enabling rapid growth and huge profits for multiple participants.

It doesn’t seem too long ago that the introduction of interactive voice response (IVR) received a rocky reception with many customers citing that they preferred to speak to a ‘real human’.

Hearing that we had achieved 98% overall satisfaction was probably the first time in my professional career where I have had an emotional response.

There can be no doubt the pandemic has altered the emotional make-up of society. Collectively, we are now much more aware of the suffering of others – and how could we not be after seeing lives turned upside down and businesses upended with no sense of rhyme or reason or equity.

Estonia is a small ex-Soviet country in Northern Europe that has a population of only 1.3 million, seven times less than London.

A popular online brokerage prided itself on building a customer experience that made trading stocks as easy as swiping right or left to purchase a book online.

As the Covid-19 pandemic has taken hold across the globe, healthcare providers have had to quickly adapt to changing work structures and practices to save lives.

‘Innovation’ has become a loaded word, one that can send a shiver down the spine of even the most forward-thinking CEO.

A few years ago, a breach that impacted several million people would have been big news. In 2019 roughly 3.5 billion people saw their personal data stolen in the top two security breaches of that year alone.

Cyber security has an air of mystery to it. Something hidden in the shadows and only able to be understood by technologists and spies.