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The BFSI sector in the Middle East is evolving quickly with CX and DX
The BFSI sector in the Middle East is evolving quickly with CX and DX alignment having kicked in with real magnitude in the last year....
3 steps to designing a strong data foundation for AI implementation to transform CX
According to a survey Customer Experience Live conducted in April 2021, the most popular AI applications that require structured data includ
Artificial Intelligence and Intelligent Automation are transforming customer experience
Organisations have been investing heavily in omnichannel redesign to enhance their CX and sales. In the CX Live 2021 survey, 58% of companie
Agility in customer feedback collection: the when, where, and what of feedback data
Customer feedback enables organisations and brands to collect information on a customer’s experience with you. Why did they buy? What did...
Importance of closing the loop on customer feedback
Feedback is central to building customer centricity in your organization. By sharing customer feedback with all departments and internal...
9 ways to collect customer feedback
The pandemic has created enormous opportunities for businesses to collect customer feedback. Customers have also become more inclined to...
8 reasons why customer feedback is important to collect and analyse
Customer feedback is extremely important for all businesses. Budgets and resources are being allocated to getting access to quality data...
3 ways changing customer behaviour is bringing growth opportunities
Before the unexpected turn of global events, customer behaviour was already constantly changing Now it is changing faster and becoming...
Technologies are tightly bonded to CX, how to ensure their effects are exponential.
Most organisations, both in the private and public sectors, have incorporated some form of AI, automation or chatbots into their customer...
How can customer data and insights lead organisations towards customer-centricity?
The importance of knowing the customer has never been greater, especially when normal conditions of consumer contact are suspended or at...
Why brand engagement via a multi-channel approach is important
Young people look for brands that align with their personal values, and 71% of millennials and Gen Z cite the sustainability and...
CX solutions for the next decade - AI to be a core competition differentiator for most industries
Already though, we can see the first incarnations of AI-powered CX innovations making their way into the ME market, from major banks...
Reimagining customer experience and engagement
Across every geography and industry, innovation, transformation, and evolving business models are a norm. The need to connect with...
Maybe you are already “doing” CX
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...
Executive escalations - missed opportunities or life-savers?
Just as it’s a risk of us missing opportunities for more fundamental organization-wide improvements, executive escalations often also...
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