The one thing tech giants do better than anyone else (and it isn’t innovation)

"The message is simple. Sure you can optimise your platform, streamline your app, and generally wow with as much tech whizz-bangery as you like. But things will always go wrong. Always. Recent research by SDL stated that only 7% of great customer experiences were created by tech only - the remainder were either driven by people or a combination of technology and people. Which only reinforces the fact that as technology ultimately becomes more and more commoditised, future success is far less likely to be about what is delivered, and far more likely to be based on how, and most importantly, who delivers it." Read more

Colin Jowell, Switzer, 6 Aug 2015