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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.Read More
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.Read More
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.
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.Read More
Strategy
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.
Strategy Development Best Practices
This paper outlines some practical steps to formulate a strategy that will achieve the desired business results. This guide can be used by any business type.Read More
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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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.
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
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.
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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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.
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.
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.
Experience My Brand
We wrote the leading book on how companies grow using branded customer experience. Discover our unique blueprint for success.
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