Our Industry Insights

Our Industry Insights

Get all the information you need to make informed business decision.

Our way of empowering you!

Organisational Culture and CX

A good organisational culture is the key to great customer experience. Simply put – the employee experience leads to the customer experience. Understanding what organisational culture is and how it leads to customer experience is vital to the success of your... read more

Customer Journey Mapping

Human beings define and explain their world through stories – we share stories to teach, entertain, share common experiences and pass along learnings. Storytelling can, therefore, be used as a tool to understand and engage customers. Customer Journey Mapping... read more

VOC & Unstructured Data

Until recently, VOC was mostly quantitative in nature and mainly structured according to the terms of the organisation, apart from the one customary verbatim question at the end of most surveys that represents qualitative data. The partiality towards quantitative data... read more

Beyond Dashboards

You have a voice-of-the-customer (VOC) programme. Your closed-loop service recovery is doing what it must. You have dashboards showing you every grain of trackable data. Why, then, are you not excelling? Why is your net promoter score (NPS) not shooting through the... read more

Employee engagement is the new customer engagement

The recent Customer Experience World conference speakers noted an evolution in focus from customer engagement and satisfaction to employee engagement and satisfaction. One presenter even simplified it to the point of saying that the people in a business fulfil one of two functions: They’re either serving the customer, or they’re supporting someone who is serving the customer.

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