Strategy is just as important as technology

In the midst of a storm of digital transformation, companies may feel compelled to adopt new technology immediately, but without the right strategy in place first, these initiatives will be doomed to failure

Building a customer-obsessed culture

The scramble is now on to cater for the consumer's ever-changing demands. But an entire company culture obsessed with their customer has to start at the top

Do customers want you or a chatbot?

Chatbots

Marketers are having to tread a fine line between increased automation and maintaining a strong connection with consumers

Expert advice on how to build brand transparency

CMO

Brand transparency is no longer an option, but a marketing requirement. Seven marketing experts discuss their biggest challenges when it comes to improving brand transparency and consumer trust

Do businesses understand customer success?

With many companies still grappling with what it means to be truly customer centric, others are turning it into an art

The rise of the chief customer success officer

A new breed of corporate executive, some chief customer success officers are taking a seat at the top table while others fight to be heard

Why you must prioritise customer success

Long-term proactive engagement with customers to drive value from products and services will result in a healthy bottom line, but requires buy-in to make the required culture change

Why you need to measure customer experience

Finding the best way of assessing customer experience is a fundamental building block of a successful business, but can be easier said than done