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Voice of Stakeholders: Towards Best Practices for Continual Improvement
At the core of a good continual improvement program is understanding what stakeholders consider valuable for them. Defining value for different stakeholders is often overlooked as a key component in the design and execution of a continual improvement plan. A more holistic view is required to gain the necessary insights that define what different stakeholders consider valuable. The approach would be to create a Voice of the Stakeholder (VoS) program to gather insights and take appropriate actions that lead to a new value outcome that specific stakeholders consider valuable.
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Customer Experience
5 Technologies Redefining Customer Experience
This paper examines five emerging technologies that are likely to have the greatest impact on the future of customer experience. Organisations need to constantly develop innovative ways to create value for customers. These technologies can offer companies the tools to differentiate their brands in the future.
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The Real Financials of CX
To design a compelling customer experience program the initiatives need to be measured using financial metrics that can be easily measured and translate into tangible economic benefits. This paper outlines metrics that are often overlooked, but when factored into the ROI of CX will demonstrate the financial value of any CX strategic program.
Why Customer Experience Matters
This paper was written for the Prime Minister’s Office in the United Arab Emirates. The paper was used as a guide for government offices as to why they need to undertake a proactive approach towards improving the customer/citizen experience.
Digital Customer Experience Best Practices
With consumer behaviours changing at a rapid rate towards digital channels, the stakes to win over consumers have never been higher. As multiple businesses accelerate their digital transformation, there is the risk that some fundamental customer experience best practices are not implemented properly, leading to potentially enormous lost opportunities and, in some cases, damage to your brand.Â
In this paper, we have provided the fundamentals of digital customer experience best practices and provided examples of how leading companies have used them to grow.
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Customer Experience
New Growth Accelerators For A Crowded Internet
Ever since the Pandemic began, consumers have been spending significantly more time online and are undertaking more searches to find things and answer everyday problems. Like all of us are aware, there are so many choices on the Internet. This paper provides insights from Google researchers on how to cut through a crowded Internet.
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Ethical CX - The New Differentiator
Customers are more concerned than ever about the behind the scenes manipulation of their data. Recent events have fueled the growing fears of customers. Ethical CX offers companies an opportunity to earn back trust and achieve long-term loyalty.
Trust & Authenticity- New Customer Values
The COVID-19 crisis has changed how people behave and what they now consider valuable. The challenging marketplace has led many organisations to invest in elevating their CX to meet new customer expectations. Trust and Authenticity are now considered essential components in any CX strategy. Learn more about why this is the new normal.
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Customer Experience in a COVID-19 World
COVID-19 has changed customer expectations in a profound way. Customers now expect organisations to keep them safe from catching COVID-19. This survival guide provides 10 practical actions organisations can take to meet these new expectations and deliver a great customer experience.Read More
Web 3.0
What is the Metaverse? Market Opportunities & Potential Explained
Following on from Mark Zuckerberg’s announcement about Facebook hedging its future on the metaverse and transforming its name to Meta, many people have been seeking information about the metaverse. The report, titled What is the metaverse? - Market potential & opportunities explained provides a synthesis of all the key elements that define what research company Emergen Research says will be a US 1.6 trillion-dollar market by 2030.
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Strategy
Blockchain for Enterprise
The ecosystem supporting blockchain technology has matured to the point where the rollout of multiple enterprise blockchain solutions is imminent. This is technology that cannot be ignored by any industry as it poses both a threat and an opportunity for organisations. This paper outlines the potential of blockchain technology.
Business 4.x
The fourth industrial revolution, characterised by disruption on multiple levels, requires organisations to change their business practices to become more competitive. This paper outlines the essential areas that organisations need to change to enable them to succeed. Business 4.x is a new operating model.
10 Steps for Scaling-Up
Scaling-up a business can be one of the most important initiatives that a leader can undertake. At the same time, it can be one of the most challenging undertakings. While there is no single blueprint for effectively scaling a business, there are some basic steps that should be followed to scale a business effectively. This ten-step guide outlines the process of scaling any business.
New Business Venture Success Factors
Before starting a new business venture there are some critical questions that need answering before launching.
This paper provides practical questions that every entrepreneur should answer when launching a new enterprise.
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When & How to Act in a Downturn?
Market downturns are cyclical and an inevitable and often challenging time for many business leaders. There are multiple complex factors to consider that can seem overwhelming, and this can lead to delays in taking action quickly.
This paper outlines how you can quickly access the impact on the business using our simple Business Downturn Calulator™. We provide an executive summary of the strategies to use and in what situation.
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A.I. and Automation
From Automation to AI
This paper was published at the 2018 World Government Summit in Dubai. The paper outlines key government strategic considerations for executing of automation and AI solutions. The paper outlines the value proposition for government as well as the likely future strategic path.
Optimising Business Operations Using ChatGPT
We wanted to learn how ChatGPT would be utilised in business as a tool to optimise business operations. We decided to go straight to the source and had a structured interview with ChatGPT on the topic. In this paper, you can read the responses to our questions from ChatGPT.
While we do not endorse any software and encourage proper investigation, the main objective is to encourage our readers to do their own research and embrace an AI strategy for their business. AI is here, and ignoring it, or rejecting its disruptive capabilities, is not recommended. Learn how AI can be a useful tool for your business.
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Top 10 AI Tools for Business
Staying ahead of the curve is essential for success. With the emergence of innovative AI tools, any business can now have access to powerful solutions that provide you with your own on-demand business consultant. In this review, we examine AI tools that can help increase productivity, reduce costs, and accelerate business growth. Whether you are seeking to streamline processes, enhance productivity, or drive growth, here, we unveil the top 10 AI tools to elevate productivity and business growth, with macky leading the pack.
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Designing a Winning A.I. Strategy
This paper provides a summary of the strategic considerations required to develop an effective A.I. strategy for the organisation
Following this methodology will help reduce the failure rate of an ill-conceived strategy.
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CEO & Director Guide to A.I.
The guide is designed to educate and raise awareness of the important role artificial intelligence is likely to have on corporate governance. The report makes the correlation between the primary fiduciary duty of CEOs and Board Directors, and the value offerings of A.I. software.
The Case for Robotic Process Automation
This report outlines the business case for Robotic Process Automation (RPA). The findings highlight the important role it will play in optimising operational costs and enhancing the customer experience.Read More
Business & Digital Transformation
Redefining CX for Digital
Customer expectations have been reshaped by technology. We now live in a hyperconnected world that provides us with access to just about any product or service at our fingertips. This new reality has changed what consumers value. This paper outlines how customer experiences have been redefined in the digital age.
The Power of ESG for Value Creation
Environmental, social, and governance (ESG) issues have become increasingly important for businesses in recent years. ESG factors are now considered key drivers of long-term value creation and risk management. Investors, customers, employees, and regulators are all paying closer attention to a company's ESG practices and performance. Therefore, it has become imperative for businesses to establish and track ESGs specific to their organisation. This paper summarises some of the ESG practices that can lead to new value creation for organisations of all sizes.
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CX Organisational Transformation
This paper explores some of the critical considerations when undertaking CX organisational transformation. Changing the status quo in an organisation can be challenging. The report provides some practical steps to make the process more effective.Read More
Business 4.x
The fourth industrial revolution, characterised by disruption on multiple levels, requires organisations to change their business practices to become more competitive. This paper outlines the essential areas that organisations need to change to enable them to succeed. Business 4.x is a new operating model.