Customer Experience & Success 2019

30 per cent of customers stop interacting with a brand they love after one bad experience, but 20 per cent of organisations have no strategy in place to deal with this. The Customer Experience and Success special report, published in The Times, covers why this has to change. It explores how artificial intelligence can be used to improve customer service, how brands can tread the fine line between hyperpersonalised and creepy, and why customer success must become a cornerstone of company culture. Also featured is an introduction to the newest member of the C-suite - the chief customer success officer - and an infographic on how investing in the right technology can make all the difference

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  • Future of Payments 2022

    The payments industry is undergoing huge change as new technology such as Web 3.0 and artificial intelligence make an impact. Consumer trends are also changing post-Covid, so what's next for this market?

  • The Global Talent Economy 2022

    Hiring teams have greater reach than ever before to fill skills gaps and vacancies. But what must businesses consider in order to accommodate and attract talent in the modern work environment? What changes must be made to benefits and remuneration packages? Can wellbeing and DEI initiatives impact retention and productivity? And how will the UK fare in the war for talent?

  • Future of Marketing 2022

    Marketers have their work cut out navigating some particularly choppy waters at the moment. Not only is there a question mark hanging over their budgets amid the economic uncertainty, but new technologies also threaten to upend the creative process. There's one thing that's certain though: the turmoil makes demonstrating the value of effective marketing all the more important.

  • Future CTO 2022

    In recent years, the chief technology officer has become a key C-suite role, setting a business’s tech strategy in much the same way that the CEO sets the business strategy. As CTOs take on this new responsibility, they'll need to keep their eyes on the opportunities and threats posed by emerging technologies, from quantum computing to Mach architecture. So, what's on the horizon?