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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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November, 04 2019

The World Needs Bold Customer Experience Leaders

Customer experiences are stagnating in the US. Read More

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

September, 18 2019

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

  Read More

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

August, 02 2019

Are Employees More Important To Your Business Than Customers?

My key focus area is, and has always been, how the customer experience is founded upon the employee experience because I believe that focussing on your employees ultimately benefits your customers. Read More

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

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

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

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



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