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True digital transformation programmes take years to define and implement, cost millions, and according to Forbes, fail on up to 70% of occasions. In one way or other, businesses in almost every sector are now using digital tools to operate and connect...

There are many elements that need to be considered for improving Customer Experience, with some that are often overlooked – one of these being Employee Experience (EX). Like Customer Experience, it’s all about optimising every interaction along an employee...

We know that to fully realise your Customer Experience strategy, you need to fully understand the needs of your customer and what is important to them now.
,GWI has reported that “3 out of 5 internet users say that bad customer service would negatively affect their purchasing decisions [...] customer service in 2021 won’t just be about providing helpful advice quickly but being empathetic as well. This...

By exploring these challenges, we’ve been able to develop Foresee, a tried and tested framework that enables businesses to achieve rapid progress without the risk.
STEP 1: Understanding data and delivering audience insights
Even if businesses recognise the importance of collecting data, not all of them are doing it or are able to translate that data into valuable insights. In a survey of 200+ global decision-makers, Forrester Consulting discovered that 54% of respondents...