What Does VUCA Really Mean?
Throughout the past decades we find numerous terms in the popular business press and academic literature that refer to an…
Throughout the past decades we find numerous terms in the popular business press and academic literature that refer to an…
Most business leaders today don’t need convincing about the power of artificial intelligence (AI). They are swayed by the promise…
Artificial Intelligence (AI) is no longer sci-fi. There is a reason AI in customer experience has been the point of…
Over the past few years, changes in customer behaviours have spurred the rise of digital innovation in the insurance industry.…
Every industry is feeling the pressure to improve their customer experience, and insurance is no different. Insurance customers are demanding…
“While 89% of large companies globally have a digital and AI transformation underway, they have only captured 31% of the…
The estimated value of each customer can play an integral role when making business decisions, such as whether to invest…
“We believe in a customer-centric culture!” “Our values include putting the customer in the center of everything we do.” “We…
It’s time to start measuring and managing their worth. The true purpose of a business, Peter Drucker said, is to…
1. PREFACE Anyone working in the customer experience field knows that once you start digging deeper you realize that customers…