- 6 February 2017, 08:00 in Customer Experience

Emergence of the Chief Insight Officer

The emergence of the CInO (Chief Insight Officer) signals a much-needed collaboration across departments to drive business optimisation and meaningful relationships with customers. Contextual, individual customer engagement is a priority for business leaders everywhere in 2017, and the need to operationalise insight can no longer be ignored.

At its heart, the idea of the CInO reverses the data-insight-action triad. It is ultimately the outcomes that matter, and, with such prolific data...

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- 15 June 2020, 08:00 in Customer Experience

5G will advance all of society as we know it

“2020 is the year of 5G.” How many times have we heard that phrase, or...

- 1 February 2017, 09:00 in Customer Experience

Optimise your Site by Understanding your Customers

How satisfied are you with your online conversion rate? When asked this question, only 1%...


- 19 January 2017, 08:30 in Customer Experience

What Will 2017 Bring for Customer Experience?

Technology is changing the way that marketers interact with customers; that much is obvious. But how can marketers fully realise the potential of...

- 12 January 2017, 09:30 in Customer Experience

CMOs Lead the Enterprise Toward Customer Obsession

No one is closer to a customer’s path to purchase than the chief marketing officer. And that, in turn, has set the CMO on the path to a...

- 10 January 2017, 08:00 in Customer Experience

Is your Customer Engagement Strategy Ready for Gen Z?

Digital natives are disrupting the way retailers engage with customers. Those born in the early 90s or after have big spending power, and that power...

- 9 January 2017, 07:30 in Customer Experience

Why 2017 Won’t be the Year of AI in Marketing

It’s prediction season. The time of year when industry experts mark the shift from one year to the next by speculating about the trends and...

- 19 December 2016, 08:00 in Customer Experience

5 Tips for Efficient Customer Experience Management

Customer experience (CX) has been something of a buzzword in 2016, with an increasing focus on customer satisfaction management and measurement....

- 16 December 2016, 08:30 in Customer Experience

Customer Experience: Innovation vs the Basics of Retail

In today’s highly competitive fashion world, delivering a consistently good customer experience is the critical factor for retailers....

- 13 December 2016, 08:30 in Customer Experience

How to Better Your Use of Technology for a More Customer-Centric Approach

Having recently held a stand at Silicon Milkroundabout, the largest tech jobs fair in Europe, it hit me just how significant a position technology...

- 7 December 2016, 07:30 in Customer Experience

Dawdling Over Decisions Puts Brands at Risk of Breaking Promises to Customers

With the rise of the digital marketplace and the instant, 24/7 access consumers now have to goods, brands are facing challenges that threaten their...

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