Money Talks or Budget Walks: Delivering a Return on CX Investment

The world has changed in 2020. In addition to COVID-19, we have seen seismic changes in the way consumers behave, and the extent to which companies and their ethics are being put under the microscope. The desire to examine, interrogate...

Setting the Bar for AI/Customer Interaction

The Barbican’s newest exhibition, AI: More than Human, is an artistic exploration of the possibilities that modern technology presents, examining the diverse potential of artificial intelligence (AI).  A particularly striking installation is MakrShakr, a robotic bartender which can mix cocktails for...

Getting Less From Your Research? Time for a Feedback Health Check

There’s no doubt about it – we’re seeing an epidemic of survey fatigue, and consumers and businesses are both suffering.     A third of people will walk away from a brand they love after one bad experience – and that...