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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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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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April, 23 2019

The Biggest Challenges Being Faced by the CCO

After a number of weeks speaking to experts from differing customer roles, from a variety of company sizes, some key themes have emerged. Read More

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January, 22 2019

Genesys State of Customer Experience Research Report

The Genesys State of Customer Experience research report is based on consumer and business findings related to customer experience. This initial global survey, executed on behalf of Genesys by an inde[...] Read More

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December, 05 2018

Genesys : MIT Technology Review

Companies across the world are innovating with artificial intelligence (AI) to improve customer experience and forge deeper relationships with customers. Through surveys and interviews with 599 execut[...] Read More

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October, 25 2018

Strativity - Harvard Business Review Reports

Please find below a link for two research reports co-developed by Harvard Business Review and Strativity Group. They outline how organisations are approaching customer centric strategy and organisatio[...] Read More

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October, 15 2018

By Ido Bornstein-HaCohen, COO, Conversocial

Customer Care in the Social and Mobile Era Read More

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October, 15 2018

What makes a customer’s experience great?

Advances like big data, machine learning, and AI have begun to help enterprises shift their focus from routine operational processes to sweeping advances in customer experience. But what makes a custo[...] Read More

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