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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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August, 16 2019

Five Ways AI is Changing Customer Service

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

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August, 12 2019

What is the difference between Shared Services today and Shared Services in 2007?

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

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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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August, 06 2019

The Fourth Industrial Revolution Risks Leaving Women Behind

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

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August, 06 2019

A matter of chickens and unicorns by Pieter Vorster

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

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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

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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

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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

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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

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July, 25 2019

Guide to Automated Analytics By Yellowfin

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

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