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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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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

July, 02 2019

African Customer Experiences With Theory U

Africa is at the centre of a global development crisis and customer experience professionals have the opportunity to influence economic growth and increase shareholder value with meaningful impact. Th[...] Read More

June, 21 2019

How Will Timeless Moments Assist Organisations In Gaining Their Competitive Advantage.

Customer experience is the only way that organisations are able to gain competitive advantage and hold on to their customers. It is the experience that customers have that will keep them coming back. Read More

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

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

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

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

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

March, 11 2019

Supercharging CX Measurement

We caught up with Clint Payne who is the Program Manager: Customer Experience at MultiChoice to find out what he will be speaking about at the upcoming Customer 360 Africa 2019 event. Read More

March, 06 2019

Embracing a purple cow into your kraal

Seth Godin is a prolific entrepreneur, renowned author and enthusiastic teacher. He continues to be eager to share his experience, knowledge, and insight about the business world and its ever-changing[...] Read More



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