Insights

Exploring trends re-imagining CX

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

3 min read

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...

3 min read

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...

2 min read

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...

3 min read

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 min read

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...

2 min read

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...

2 min read

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...

3 min read

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...

4 min read

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...

4 min read

For CX, Where is not as important as What and Why

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...

4 min read

Driving a culture of innovation in a VUCA world

We are living in a VUCA world where the success or resilience of the organization depends on the preparedness and ability of their...

6 min read

Say yes, even if it scares you to undertake a monumental task

If you can have patience, humility, some degree of fearlessness but also some degree of fear (both very helpful), present yourself to...

3 min read

Own your stuff, it helps you identify the next course of action

As counter-intuitive as it seems, failures most certainly lead to the next version of ourselves that is stronger, smarter, intuitively...

2 min read

Because it's important... thank you!

I sit here trapped in my COVID cave more connected to people and things and yet more isolated and alone than ever. I imagine a lot of...

1 min read

Perspectives are important...Keep Sharing

The way people operate businesses are so unique that even if they've worked in the same industry as one another for dozens of years that...

2 min read

The myth of the perfect leader

Don't put your leader on a pedestal, instead put them in a place of high expectations with enough space for imperfection. Expect strong,...

2 min read