Personalization: Expectations vs. Reality

As a consumer, I love that I get recommended shows to watch on Netflix the moment I open my account. And 9 times out of 10, I would choose one of the first few options in the selection. Great. So...

The secret to long-lasting customer relationships? Find the human stories in your insights.

Every day Anthony gets home from work, prepares dinner, and settles down in front of the TV.

He flicks through channel after channel after channel—and finds, nothing. Some evenings, he gives up...

Navigating CX for CSPs: a dialogue with Sheryl Kingstone

The Covid-19 pandemic was a driving force for businesses to innovate and pivot strategies. Telco and other service providers have long been viewed as utility companies by today’s consumers -...

3 practical strategies for Telcos to help customers through the Covid-19 crisis

Telcos, it's time to reconnect with your customers.

IHQ Event: Practical AI applications for Customer Experience

Earlier this month, we invited Forrester Analyst, Brandon Purcell, to share his thoughts on practical AI applications in Customer Experience. The thought-provoking session included an interactive...

Hyper-Personalisation: 8 things Telcos need to know about customers

The customer profile is a very valuable and widely used entity in the world of the telecoms. It is used in many activities from targeting offers to providing support to customers. Historically, a...

Why do you need a Digital Twin?

The FANG companies are winning the hearts of the customer, big time. All because they’re providing them with the best customer experience compared to other brands they interact with.

Forrester Analyst Talks to Senior Execs about Insights-Driven Businesses Winning Market Share with Customer Insight

Earlier this month, we invited Forrester Analyst, James McCormick, to share his insights on the Corporate Predators that have raised the bar in customer experience and the expectations consumers...