CXO (Chief Experience Officer) at Unlimited, Racer, Motorcyclist, Graffiti thief
How often do you try to explain your job? It’s not as easy as you’d think… here’s an interview I did with Alex Tuck at Technology Magazine last week:
https://technologymagazine.com/digital-transformation/5-mins-benedict-ireland
From understanding human behaviour to operating world-class digital experience platforms, bringing every CX discipline together into a seamless experience is a tough challenge for digital teams. We use real-life customer examples to showcase key hotspots for CX optimisation from front to back end, delivering maximum brand impact and business return along the way.
Join our in-person networking event, to hear from experts at digital design & development agency Splendid, in partnership with Acquia, the leading cloud platform for building, delivering, and optimising digital experiences.
NETWORKING EVENT
HUMAN BEHAVIOUR MEETS DXP
Location: The Dilly Hotel, 21 Piccadilly, London, W1J 0BH
Time and Date: Thursday, 11th November 2021 | 16:00 – 18:30 GMT
#Neuroscience tells us that decision-making is a complex process. But by better understanding how humans make decisions, we can design more effective #customerexperiences and ultimately influence choice.
Experts from our Human Understanding Lab, Chris Bland and me (Benedict Ireland), have simplified decision-making by looking at this complex process through four main pillars: Emotion, Motivation, Meaning (cultural context) and Action.
Join our upcoming webinar on October 7th to take your CX strategies to the next level!
Sign up here: https://hubs.li/H0YpVjh0
Well, we are finally allowed out to really speak to people! And what a cracking event to start with. I’ll be speaking with my colleague Chris Bland, MD of Walnut Unlimted, about how we use Human Understanding to unlock more effective customer journeys.
Feefo, the reviews/customer connection platform, has published their take on customer experience trends for 2021. Some interesting views, well worth a read to help figure out how the industry believes customers will be affected and respond to the current volatility in our lives.
We got a surprise mention, also!
Check it out here: https://www.feefo.com/en/business/resources/reports/cx-trends-2021
It’s nearly Christmas! And I do enjoy Christmas. You know, seeing family, friends, the parties… except none of that’s really happening this year. Sadly.
it’s also predicted to be a tough year for the high street – not only are consumers feeling the pinch financially, but with COVID-19 we expect an abnormal acceleration in the shift to online shopping.
All of this means digital needs to work harder for ever – in fact we are at a Potential inflection point for the digital experience of brands, so what should we be doing?
Following on from our excellent work in healthcare, I wrote a piece for The Carer magazine discussing the role digital can play in improving home health care.
Well, Barclays have finally put the final nail in the coffin of PingIt.
A journalist from the Sunday Times Supplement, Raconteur asked me to opine on some perspectives of Open Banking, from a technology and customer experience perspective. Here’s a link to the piece:
Today I was a panellist for a round table hosted by Information Age, to talk about the role of Digital Transformation in Insurance.
Shared some really interesting discussions with a group of industry experts from some of the big players in the sector, and it’s exciting to say that Insurance really is a sector ripe for innovation!