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Tom Goodwin: What a skeptic thinks you can learn from CES



If the pace of change is so fast, why does CES seem to change so little? If it’s a guide to the future, then why has nothing shown here in my memory ever taken off? If these companies are so smart, then why do they make so many stupid things?

Here is what I took away from CES this year.

Just the Facts

For a start ignore most things you read today. Voice may be an interesting way to heat food or listen to the radio, but does it really mean that much for what we do? Artificial intelligence may indeed be the future, but it’s a marketing term to mean “rather smart”, not something of any precision. And if you want a see a proper thread on what most people see, the new screens, new mobility, the future of interaction, my piece is here still works well, it’s from four years ago incidentally.

CES is less of a light that shines into the future and more a mirror that reflects the corporate agenda of technology companies, it’s what happens when people believe the nonsense spouted by Gartner and Forrester, and make what people in white coats are proud of, rather than doing the boring job of listening to and observing consumers.

Digital Serenity

We seem to be more stressed, tired, overwhelmed and distracted than ever. We’ve added more media and choices to our life and feel somewhat transfixed by the allure of the screen at the rush of notifications.

From brain wave radiating massage chairs and brain calming headsets to apps to aid mindfulness, there seemed to be a huge line of products of all natures trying to help us retain serenity or sanity.

It seems in this environment the role of brands and communication that help us decide, that help us navigate choice and complexity, are more important than ever.

Design and Integration

For a long time, CES has been about products and not solutions. We’ve had smart-fridges with cameras inside, $100k TV sets with ugly remote controls and terrible on-screen menus, we’ve had disparate devices looking for use cases. Slowly this year I saw a bit more thought and some amazing design.

Changhong made a range of stunning TV sets, some built into beautiful furniture, Panasonic showed a smart-mirror which seemed to augment the morning routine beautifully and empathetically. The Smart Sofa was made by Milliboo which shakes, heats up and makes sounds to create an immersive experience and all while wirelessly charging your phone.

In fact, from mural digital art frames to Samsung’s larger and stunning The Frame TV, I finally saw aesthetics in technology and it made me happy. One thing to note was how involved Chinese companies were in this.

We’ve long felt that many Chinese companies cheaply copied what was developed elsewhere, then we saw rapidly produced parity products, but this year saw many Chinese companies offer the most outlandish but considered products. It’s time we look east for inspiration.

Modular Upgrades

We’ve become used to the ability of software to improve products overnight. Sonos speakers sound better, Tesla cars drive further and faster, TV’s get more channels, all thanks to firmware upgrades over the air. For hardware makers, life has been hard, but this year we saw an array of physical add-ons to older devices to make them better.

From parking sensors and adaptive cruise control on cars to SatPaq – a device that makes cheap phones become satellite phones, to Fibaro that makes dumb devices smartly connected via Z-Wave, to Tom-E that makes cyclists feel the power of navigation on the go. Now all brands need to think less of what you buy once, but more in terms of what is the long term feeling of ownership.

Assisted Living

Technology has always focussed first on those who are young, healthy, wealthy and curious. It’s what’s easiest to sell but most frivolous. As changing demographics mean the planet gets older, wealth spreads to emerging economies as tech companies slowly see the value to be added in helping those who need more help, we’re finally seeing solutions to problems that add massive value to those who are more fragile.

CES this year saw a plethora of wearables for the elderly and vulnerable, it saw a huge array of devices for personal safety, for helping those who may fall.

From smart canes for those with poor sight to Hyundai's walking car to help those with difficult access issues, even the huge rise of voice as an interface is a promising way for people with different mobility to get the most from the modern age. Brands need to rapidly work around technology to help solve problems faced by the many, not the lucky few.

Some smaller things to note

Touchscreens are everywhere, especially where they shouldn’t. Carmakers appear to be especially stupid when it comes to removing the buttons we all love because the road is a good place to look.

Rooms on wheels abound. We’ve now assumed that self-driving cars will take over and that this means we want a living room on wheels. Few companies seem aware of the reality of how far away this will be. More promisingly are autonomous delivery pods. The clear stupidity of drone delivery is behind us as is using two tonnes of a car per pizza. I’m excited about this development.

Complexity. I’ve had a smart home in five different forms for eight years and it’s the dumbest thing I’ve done. I’m now part-time tech support to 12 plugs and my weekly schedule is now software upgrades and security patches, all so I can have Alexa not know what I mean. I continue to see systems that are based on us speaking in complex ways to systems likely to fail, be insecure and sell our data.

Please, can we make things simple again? Automation can be a part of this.

I love coming to CES, I love the energy and above all else, I love the optimism. It now seems anyone with a dream and no garage can get funding, leverage shared code, dropshipping and Squarespace, but a part of me feels miserable.

To run a startup you have to think you can change the world. But you also need good friends to tell you if you’re idea is crap. Perhaps startups are too easy, perhaps barriers to entry make us think, perhaps skepticism and optimism are good, but we need to get better at saying no. Constraints are a marvelous thing.

Tom Goodwin is the executive vice president of innovation at Zenith

The Drum is on the ground at CES 2019. Read our coverage of the event here.

All copyrights for this article are reserved to their respective authors.

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Brand Positioning

Brand Refresh And New Digital Experience for Ombudsman Service



For some, complaining isn’t easy – but Ombudsman Services has created a new industry-leading digital platform to ease the resolution process for disputes between consumers and businesses. It has also launched a new brand identity that reflects the future direction of the business and brand strategy. 

Defining the brand and what digital means for customers and clients has led the digital experience design and helped shape the overall consumer experience. 

 Working in partnership with digital agency Code Computerlove and branding design specialists Halo, the not-for-profit organisation has created a clear brand proposition and digital strategy that is guiding its digital transformation programme.

The new site – – has been completely redesigned by Code Computerlove with clearer navigation and user journey. The tone of voice and content has been created to reflect Ombudsman Services’ brand proposition and identity, created by Halo, with straightforward, clear and friendly language.

As the UK’s largest independent multi-sector ombudsman, Ombudsman Services resolved more than 90,000 consumer complaints in 2017 alone. As specialists in the energy and communications sectors, the organisation works with businesses to help them improve their complaint-handling process and customer service more generally.

Jodi Hamilton, head of marketing and communications at Ombudsman Services, said: “The new digital functionality and features we have introduced follow in-depth consumer research – specifically looking at how users are behaving within digital channels and their future demands.

“But this is just the beginning. Digital interfaces provide unrivalled insights and we will be using ongoing performance measurement to continually evolve our digital effectiveness.

“Our aim is to respond to customer needs through the digitalisation of the business, aligning digital with the changing business and brand strategy.

“Improving our digital capabilities lies at the heart of our organisational strategy and the changes that we have introduced are all born out of in-depth user and insight into customer needs.

“Visitors to our site now benefit from a new design, an easy-to-navigate website and a fast, intuitive digital complaints process. The improved platform has also increased internal efficiencies and our ability to respond quickly – something that both consumers and businesses have come to expect in the digital age.

“We also have a wealth of data and we’re exploring new ideas for added value services and ways of working with our partners.

“Overall our aim is to appeal to a wider audience, increase users and make our services accessible and easy to use. We want to deliver a best in breed service to consumers as well as service providers signed up to us.”

Nick Ellis, strategy director at Halo, added: “Working with Ombudsman Services has been an inspiring journey. Developing a strategic proposition and design architecture, that’s both representative of the business today and as it evolves for the future. With all this in mind, we have produced a brand that’s digital first, designed for contemporary consumers, accessible and engaging. A brand that does the right thing.”

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Healthcare Equipment Leasing Market Report 2019 – 2025: Top Key Vendors – Epson America, Evena Medical, Orpyx Medical Technologies, Qardio




This MGI research report categorizes the Top key vendors in Healthcare Equipment Leasing Market include are Apple, AT&T, Google, Samsung Electronics, Sprint, Telefonica, T-Mobile US, Vendors to Watch Out, Cyberdyne, IHealth Labs, Interaxon, IRhythm Technologies, Lark, Proteus Digital Health, Sotera Wireless, Withings, Emerging Vendors, Biosensics, Cambridge Temperature Concepts, Epson America, Evena Medical, Orpyx Medical Technologies, Qardio.

Get Free Sample Brochure of Healthcare Equipment Leasing Market @

Apart from this, the valuable document weighs upon the performance of the industry on the basis of a product service, end-use, geography and end customer.

A high focus is maintained on factors such as demand and supply, production capacity, supply chain management, distribution channel, product application and performance across different countries. The report not only offers hard to find facts about the trends and innovation driving the current and future of Healthcare Equipment Leasing business, but also provides insights into competitive development such as acquisition and mergers, joint ventures, product launches and technology advancements.

A quick look at the industry trends and opportunities

The researchers find out why sales of Healthcare Equipment Leasing are projected to surge in the coming years. The study covers the trends that will strongly favour the industry during the forecast period, 2019 to 2025.

Besides this, the study uncovers important facts associated with lucrative growth and opportunities that lie ahead for the Healthcare Equipment Leasing industry.

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Major Classification are:

  •     Short Term
  •     Medium And Long Term

Major Application are:

  •      Hospital
  •     Clinic

Region wise performance of the Healthcare Equipment Leasing industry 

This report studies the global Healthcare Equipment Leasing market status and forecast, categorizes the global Healthcare Equipment Leasing market size (value & volume) by key players, type, application, and region. This report focuses on the top players in North America, Europe, China, Japan, Southeast Asia India and Other regions (Middle East & Africa, Central & South America).

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Key points from TOC:

7 Global Healthcare Equipment Leasing Manufacturers Profiles/Analysis

    7.1 De Lage Landen International

7.1.1 Company Basic Information, Manufacturing Base, Sales Area and Its Competitors

7.1.2 Healthcare Equipment Leasing Product Category, Application and Specification Product A Product B

7.1.3 De Lage Landen International Healthcare Equipment Leasing Capacity, Production, Revenue, Price and Gross Margin (2013-2018)

7.1.4 Main Business/Business Overview

    7.2 GE Capital

7.2.1 Company Basic Information, Manufacturing Base, Sales Area and Its Competitors

7.2.2 Healthcare Equipment Leasing Product Category, Application and Specification


This Healthcare Equipment Leasing market report holds answers to some important questions like:

  • What is the status of the Healthcare Equipment Leasing market that is segmented on the basis sale as well as types?
  • Which segment will generate more revenue for the Healthcare Equipment Leasing industry in the coming years?
  • Who are the leading international Healthcare Equipment Leasing brands? Which product is consumed more?
  • Which countries are expected to grow at the fastest rate?
  • Which factors have attributed to an increased sale worldwide?
  • What is the present status of competitive development?

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Related Reports:

Smart Wearable Healthcare Equipment Market Insights – Global Analysis and Forecast by 2025

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Data & Analytics

Mind the GDPR Generational Gap!




A new study by data specialists Wilmington Millennium reveals that Millennials and Generation Z are the most empowered age groups when it comes to protecting their personal information. Sixteen to thirty-four year olds are the most likely to act on the powers afforded to them by GDPR.

Almost half (48 per cent) of Generation Y and Z have taken some action since GDPR was introduced last May, including requesting their personal information is deleted by an organisation, finding out what personal data is held on them by an organisation or contacting the Information Commissioner’s Office (ICO) to make a complaint. By comparison only a quarter of Generation X and a third of Boomers have taken similar steps.

Millennials are most likely to ask for their information to be deleted, with one in three saying that they have already done this. This rises to one in five for the rest of the population. Generation Z are the most likely to both request a data audit (15 per cent compared to an average of nine per cent) and complain to the ICO with 18 per cent saying they had contacted the Information Commissioner to register a data breach or data processing concern. This compares to just 7.5 per cent for the remainder of the population.

Boomers were the least likely to take any action with only one per cent saying that post GDPR they had contacted the ICO, three per cent claiming that they had contacted a business to find out what information is held on them and 15 per cent requesting that their information was removed from a marketing database.

Comments Karen Pritchard, Director, Wilmington Millennium:

“It is interesting that it is the younger generations that are actively protecting their personal information, rather than the older age groups who have been campaigning for greater control over their data rights for years. The discrepancy between the ages groups is significant – for instance 18 per cent of Generation X versus one per cent of Boomers making a complaint to the ICO. Despite this, it shows that GDPR is having a positive impact with consumers becoming increasingly data savvy. This is a good thing as our research shows that the majority of people now believe that marketing communications are better than they were prior to the 25thMay 2018.”

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