Author Archives: Gavin Franks

Should the CIO lead the boardroom?

by Gavin Franks, Friday 8 July 2016
There’s been a lot of talk about the role of Chief Information Officer (CIO) becoming the new Chief Executive Officer (CEO). Given the importance of digital technology in our lives, I would have to agree with this view to a large extent. In fact, what we’re looking at is the technical evolution of the CEO … more »

It all adds up: what makes great customer service?

by Gavin Franks, Monday 20 July 2015
by Gavin Franks: Head of Enterprise, Telefónica UK We are all customers, so we all have an opinion on what great customer service looks like. And we all expect to get it, whether we’re eating at a restaurant, shopping for clothes or buying a new car. And, especially if you’re a loyal customer, you expect … more »

2014: A year of digital change for UK PLC

by Gavin Franks, Tuesday 16 December 2014
As Christmas approaches and 2014 comes to a close, it’s worth taking a looking back at what’s been a busy year for UK PLC. 2014 was a year of digital change. A year when many businesses searched for more innovative ways to work smarter, empower their staff and engage with customers. A year when they … more »