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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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October, 03 2019

Quantifying the business impact of customer service

Customers demand more instantaneous, personalized attention, and companies are leveraging new technologies that go beyond traditional voice and email customer service channels to meet those demands.  [...] Read More

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August, 12 2019

Top 5 use cases for an open CRM platform

Customer relationship management (CRM) is about knowing every critical piece of information about your customers. It’s absolutely necessary to have a CRM platform that can harness and manage data abou[...] Read More

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August, 01 2019

The Biggest Challenges Faced In CX

Tell us a bit about your background and how you ended up in your current role. I have over 15 years’ marketing experience within FMCG, Tourism and Financial Services. I’ve worked as a marketing genera[...] Read More

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August, 01 2019

Driving value and insight driven decision-making

Tell us a bit about your background and how you ended up in your current role.  I have always worked in software, but as technology moved on I spent more and more time in customer facing roles. I have[...] Read More

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August, 01 2019

Shifting towards a more customer focused culture

What is the biggest challenge you face within your role today and how are you looking to tackle it? I think a challenge faced by many more traditional organisations (including our own) is how to put a[...] Read More

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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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May, 15 2019

Two thirds of C-level execs believe AI and machine learning will improve customer experience

64% of C-level exes said that AI and machine learning would improve customer and agent experience Read More

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April, 23 2019

How Our Hotel Chain Uses Data to Find Problems and Humans to Fix Them

At Dorchester Collection of ultra-luxury hotels, we use big data and analytics to help us improve our guest offerings and marketing. Our tool, Metis, analyzes data from online reviews and social media [...] Read More

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