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CX Live Research

Capturing the pulse of the CX industry through reports and surveys.


Millennials and Gen Z are facing poor mental health and stress. How are you addressing this when developing your millennial engagement strategy?


Patients would like to use technology to meet and consult with healthcare providers and manage their healthcare needs. How are you integrating this into your healthcare service delivery strategy?

Reports and Analysis

Postal Boxes

Brand health playbook, risks and tradeoffs

March 2022 


Today’s consumer has infinite choices and extremely high expectations from brands. The consumer is also making value-based choices from sustainability, price sensitivity, ease of purchase, virtual interfaces, and personal health.

Consistency, quality, novelty, and attributes build memorable, and unique experiences for the customer, thus enhancing the brand's health. In an age of hyper-personalisation ensuring your brand is healthy means leveraging intelligent analytics all the way from product design to delivery.

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Wireless Earphones

Intelligent Automation and Digital Twins - Re-imagining growth, capabilities and future product development

March 2022 

Hyper-personalisation and hyper-automation are enabling the customer data to be applied to the design process


This opens a whole new world of opportunities where customer data and customer's voice are not saved for future product development. Instead, product update or re-invention is ongoing and agile.

This is a completely new frontier and re-orchestrates the traditional R&D and manufacturing model. By leveraging digital twins organisations can deliver richer and more personalised experiences to their customers, that were previously reserved for luxury brands.

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Intelligent Automation in Oil & Gas Strategy Playbook 2022 

February 2022 


The majority of oil and gas companies globally are distressed with their current manual operating systems. Businesses are implementing Robotic Process Automation (RPA) and embracing other primary automation technologies to digitalise their core assets for favourable outcomes.


The value of intelligent automation amplifies as interfaces allow for businesses to achieve efficiencies in their workflows. In the last couple of years, businesses have expedited digital transformation efforts, fueling more investment to support the automation of key business processes.

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Music Equipment

Digital Twin Strategy Playbook 2022 

February 2022 

Digital Twin is not simply the deployment of a new digital tool; it represents a new way of thinking that allows oil and gas conglomerates to become resilient, evolve, and mature as they strive to de-risk their business and prepare for the future. Digital Twin enables technically skilled oil and gas personnel to embrace their digital co-workers to harness the immeasurable benefits of emerging technologies.

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Modern Workers

Customer Experience Strategy Playbook 2022 

January 2022 

As we enter 2022 the spotlight is on value of customer care, which ultimately raises the importance of customer journeys and satisfaction metrics . As such, business leaders must reconsider their traditional revenue-generating strategy and embrace diverse and innovative approaches to elevate their brand value through customer care, if they want to remain at the edge of competition.

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