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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, 11 2019

Digitizing Customer Experiences Requires a ‘Human Touch’

Digitization is one of the most popular customer experience (CX) optimization techniques. It involves taking analogue or manual customer interactions and replacing them with digitally assisted or auto[...] Read More

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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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February, 01 2019

Employees vs Customers | Why there shouldn't be a tug of war

By Jessica Matthysen, Head Customer Success, Alexander Forbes Empower. 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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January, 16 2019

Voice of the customer: Why you need it an how to start your VOC program

In this blog, we’ll discuss how to understand your Voice of Customer (VOC) feedback and why this is important. What are your customers actually telling you and how do you analyze this information to g[...] Read More

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January, 08 2019

Culture… it’s not about feeling warm and fuzzy

Publication: FA News (English) Page: 10 Title: CULTURE is not the same as cozy... Publish Date: 01 November 2018 AVE: 21937.65 Author: Marno Boshoff Read More

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January, 07 2019

CX Strategy according to Multichoice, Hollard, African Bank, FNB, ABSA, Comair, Uber and many more

Johannesburg, South Africa – Corinium Global Intelligence announced that it will be hosting an all-encompassing event, Customer 360 Africa 2019, that will cover all aspects of the entire customer expe[...] 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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December, 03 2018

Measuring Customer Experience at Every Touchpoint of their Journey

Measuring your organisations customer experience as each touch point can be very tricky and complicated. We caught up with Clint Payne the Program Manager: Customer Experience of MultiChoice and got h[...] Read More

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