Insights

Harvard Business Review estimates it costs up to 25 times more to acquire a new customer than to keep an existing one. And NewVoiceMedia...

We have been hit by monumental organisational changes in these last few months as customer needs and expectations have shifted...

As we enter 2022 the spotlight is on the value of customer care, which ultimately raises the importance of customer journeys and...

Change management Whilst there is an element of human experience that is being pushed in organisations, it does not permeate the entire...

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...

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

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

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...

Raise your hand if your company doesn't have a career development program and yet you have managed to develop your career over the years....

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...

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

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...

CX strategy should be conceptualized at the board level and implemented enterprise-wide. This helps organisations ensure their CX...

Whilst AI will play a huge role in customer experience in the future, the best brands will find ways to balance technology with human...