Insights

Exploring trends re-imagining CX

Embracing double-edged customer expectations

Navigating the complexities of rising demands + digital-first customer experiences. THE DIGITAL-FIRST EXPERIENCE IS NOW THE DEFAULT The...

6 min read

4 Steps to Calculating the ROI on Customer Experience Intelligence

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

11 min read

Customer Experience Strategy Playbook for 2022

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

6 min read

How data can fast-track advanced CX delivery

Delivering an exemplary customer experience is a huge benefit for all businesses The better experiences customers obtain, the more...

4 min read

How to create data-driven customer experiences

Brands are leveraging cutting-edge technology to deliver an exemplary customer experience (CX) at every customer touchpoint to be ahead...

6 min read

4 ways RPA and BPM are relationally valuable to optimise CX

RPA systems represent an incredible tool for rapidly revitalizing companies that handle massive data transactions, to energise CX.

5 min read

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

3 min read

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

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...

3 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

Enhancing patient experience and value of care – 5 factors driving success

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

3 min read

5 ways quality of care and patient experience are interdependent

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

3 min read

Making investments in CX transformation is a necessity for businesses

The pandemic has orchestrated a time for change for every business and CX has taken over price and product as the main differentiator for...

3 min read

Big Data, AI & RPA are amplifying patient experience

Digital technology has increased operational efficiency and elevated the standards of patient experience as well as amplifying the value...

2 min read

Place customers at the heart of every decision to achieve CX success and tangible ROI

With declarations of significant CX investments on the rise, there’s a definite sense that brands and businesses of all sizes are coming...

3 min read

Customer experience management is about creating opportunities

We are entering an unprecedented time of challenges and opportunities for the ME consumer sector, as the impact of ramped-up...

2 min read

Where has it gone wrong? – 4 reasons for a crumbling data foundation

Getting the data required for an AI and IA project, preparing it for analysis, protecting privacy, and ensuring security can be a hugely...

2 min read

3 ways a data centric approach can alleviate your CX

Organizations find it incredibly challenging to collect, access, and analyze data to provide real-time insights and leverage it for...

2 min read