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We draw on the extensive expertise of our global network of senior executives and leaders, combined with the vast industry knowledge of our own research team, to produce valuable premium content with real-world insights to help you keep up-to-date and make strategic, timely, and well-informed decisions.
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With the variety of ways that customers reach out for support—like via email, calling over the phone, initiating a live chat—it makes sense for companies to invest in an omnichannel experience. But gi[...] Read More
Customer loyalty can help drive the success of a business, and the customer experience (CX) drives loyalty. The data is clear: 74% of customers feel loyal to a particular brand or company 52% of custo[...] Read More
It’s now clear that all parts of your business need to be CX focussed – not just the front office. Gateway Bank is an example of a company so obsessed with customer centricity that they recently promo[...] Read More
Tell us a bit about your background and how you ended up in your current role. Read More
Ahead of the Chief Customer Officer New Zealand conference, we caught up with Phillipa Cameron, Chief Customer Officer at Stuff NZ to discuss the biggest challenges she faces in her role, and how to t[...] Read More
Ahead of the inaugural Future Contact Centres Sydney event, we caught up with Michelle Shiers, Complex Customer Care Lead, Telstra to discuss their contact centre vision, their biggest takeaways from [...] Read More
Ahead of the inaugural Future Contact Centres Sydney event, we caught up with Rod Netterfield, General Manager, Change and Customer Experience at Auto & General to discuss their contact centre vision,[...] Read More
Ahead of the annual Chief Customer Officer Melbourne, we caught up with Anouche Newman, CEO of CSIA to discuss how organisations create memorable customer service engagements, how to demonstrate a lin[...] Read More
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