In recent years we have seen the Internet of Things (IoT) move from the drawing board to become an emerging reality. It’s predicted IoT will radically redefine the relationship we …
Essential to creating a disruptive culture is to promote and cultivate independent thinkers. Companies that thrive in times of radical disruption drastically reinvent themselves by: Clearly seeing the changing environment …
Organisations are making increasing use of data and analytics to build a more comprehensive picture of their customers. Everyone recognises that the benefits of this are potentially substantial. But the …
Charles Darwin told us: It is not the strongest of the species that survive nor the most intelligent, but the one most responsive to change. In today’s business environment the …
Margot Cairnes, change visionary and leader, talks candidly with Karen Moses, former COO and head of strategy for Origin Energy, about the impact of digital disruption on Australian companies. Karen …
Customers are fickle and unpredictable creatures. Their behaviour and purchasing decisions can be completely illogical. Designing customer interactions that delight and build brand loyalty may seem almost impossible. Behavioural economics, …
By Joe Tawfik, CEO of Kinetic Consulting Services. Leveraging the latest in AI technology and robotics, chatbots are expected to replace numerous jobs in the contact centre industry. In one …
Social media listening is a popular practice for companies to understand more about their brand and its position in the marketplace. Its true value, however, is about understanding customers and …
Creating exceptional experiences for customers requires having engaged employees who are enthusiastic about their workplace and their role within the organisation. According to a recent Gallup study however, employees are …
Customer journey maps are an important first step in understanding the experiences of customers. From initial contact to final purchase it highlights the key interactions the customer has with the …