Hats off to Information Age for authoring such a powerful analysis of  technology impacting deeper business understanding.  We're most intrigued by the impact of the visualization effort on making Eurostar's entire VOC effort a part of a shift to customer centricity.

Customer intelligence manager Chris Haynes describes the macro transformation of perspective on train timetables --- understanding that delays should not be measured in minutes but in terms of lost referrals and decreased repeat business.