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CX service design: creating emotional attachment and driving brand growth
Designing customer experiences that drive business success
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Using AI to improve Customer Experience in the consumer beauty sector
Machine learning and social data are great help for brands to spot unmet consumer needs and boost customer experience.
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Seven tips for putting your Artificial Intelligence to work
Synthesio expert shares advice for how to ride the AI wave.
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Driving compliance at the frontline
This paper is recommended reading, by our Mystery Shopping experts, for any organisation – regulators and the regulated – interested in ensuring that frontline staff are adhering to regulatory standards and are treating customers fairly.
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Creating a sense of presence: The power of virtual and augmented reality
Exploring the demand for more immersive experiences as we move into a more digital world.
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Are Your Customers Working Too Hard? The Australian Perspective
Australian companies expect their customers to do too much to resolve bad experiences. Customers four times more likely to stop doing business with a company after negative experience.
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Smarter Closed Loop Feedback
This white paper explores how to optimise the design of Enterprise Feedback Management and Voice of the Customer programmes to maximise the ROI and reduce customer complaints and churn.