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Insights & Research

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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March, 06 2020

Zendesk - Help Your Customers Help Themselves with AI

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

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February, 10 2020

The Zendesk Customer Experience Trends 2020

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

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October, 08 2019

Tackling the growing gap between technology and humans (Atlassian)

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September, 18 2019

The Biggest Challenges for a Chief Customer Officer (Volt Bank)

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July, 19 2019

Understanding the Value of Good Customer Experience (Gateway Bank)

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

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June, 05 2019

Building Better Engagements With Your Employees

Tell us a bit about your background and how you ended up in your current role.  Read More

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May, 27 2019

Exclusive Q&A with Phillipa Cameron, CCO of Stuff NZ

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

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April, 08 2019

Building your Contact Centre - The Key Takeaways from Telstra

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

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March, 13 2019

Using Contact Centres as a foundation to improve CX

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

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February, 22 2019

Exclusive Interview - Anouche Newman, CEO, CSIA

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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