Insights

Most organisations, both in the private and public sectors, have incorporated some form of AI, automation or chatbots into their customer...

The importance of knowing the customer has never been greater, especially when normal conditions of consumer contact are suspended or at...

Young people look for brands that align with their personal values, and 71% of millennials and Gen Z cite the sustainability and...

Already though, we can see the first incarnations of AI-powered CX innovations making their way into the ME market, from major banks...

Across every geography and industry, innovation, transformation, and evolving business models are a norm. The need to connect with...

Surveys have been around for a long time. But if an organization simply surveys its Customers and calls it a day, it’s not really doing...

Just as it’s a risk of us missing opportunities for more fundamental organization-wide improvements, executive escalations often also...

Do you go “above and beyond” trying to blow the minds of your Customers? Or are you simply and straightforwardly dedicated to your Brand...

CX is good to have anywhere, but it’s even better to have it everywhere. If, in your division (whichever it is), you’ve seen the...

By creating a customer-centred framework, hospitals, clinics, and healthcare providers are able to extend their services to satisfy...

Since Blockchain is an incorruptible digital ledger, it tackles the problem of the protection of patient data. The purpose of the chain...

The ongoing pandemic has given a brutal reminder of how unprepared the world is against infectious diseases. Implementation of IoMT...

With the multitude of data processed and analyzed every minute, as AI capabilities improve and Machine Learning and Quantum Learning...

When healthcare organisations consolidate their services - to bring efficiencies, or reduce costs, they must be aware of 4 challenges....

All AI and CX projects need structured data. Regardless of the phase and organizational hierarchy, there are 4 principles health...

The backbone of a strong patient experience is data. Unless data is collected, understood, leveraged, and acted upon, it won’t impact...

The patient experience outcomes are a direct indicator of the quality of care. Healthcare organisations need to focus on delivering an...

Patient experience is top of the mind for all senior management in the healthcare sector. The pandemic has amplified the value of care...

While doing regular research on the latest CX trends and development, I get to speak to many CX professionals from several different...

We do our best as Consumer Reporting Agencies to be sure the information we provide is accurate and complete, and in the face of probably...