Insights

These are the lands of opportunity, and on such surprisingly fertile sand many a business empire has grown. There is a feeling of...

What if there was a better way? What if customer support leaders could move past the scheduling nightmares and manage their contact...

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

Depending on your organisation’s data and automation roadmap, choosing the right technology partner is extremely important as it will...

From the start of your CX journey, the brand will need to articulate the business goals and focus on identifying what to achieve in the...

The new technology-driven CX model requires significant investment and internal alignment. Organisations where the CX leaders and top...

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...

Every truly successful business that wants to spend less time doing battle with client attrition really needs to start with the customer...

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...