Insights & Research

AI is transforming the customer service profession. Gartner predicts that 15% of all customer service interactions will be handled using AI by 2021. That means half of all enterprises could be spendin[...] Read More

In 2007 I was asked to produce an event around shared services. I was awe struck at how many developments there were in the industry at that time. There was all this talk about significant cost benefi[...] Read More

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

The Fourth Industrial Revolution is, ostensibly, upon us. The term was coined in 2016 by Klaus Schwab, the founder and executive chairman of the World Economic Form. Read More

Joining us at the Chief Data & Analytics Officer Melbourne (9-11 September), we are pleased to welcome Pieter Vorster, Executive General Manager, Customer Solutions & Insights at Bankwest. He shares h[...] Read More

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

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

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

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

There are three problems hamstringing your access to data insights. Insights are hard to unearth because it requires a lot of systematic drilling and filtering. And that isn’t how your business people[...] Read More