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Why most marketing divisions fail at CX

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Globally, executives have woken up to the fact that we now find ourselves in an evolved marketplace where customer experience (CX) has emerged as the key driver of sustainable business growth. In fact, a study we commissioned, Expectations Vs Experience: The Good, The Bad, The Opportunity, indicates that a mere one-point increase in experience scores can translate into millions of dollars of annual revenue (the 'good'). 

Digital commerce is no longer a priority but a necessity

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COVID-19 is a global pandemic, evolving at unprecedented speed and scale. It is creating a universal imperative for governments and organisations to take immediate action to protect their people. Self-quarantine. Social distancing. Community spread. These formerly obscure terms are now everyday words

The retail security landscape: winning trust with cyber customers

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In a dynamic, connected environment where sensitive customer data is highly attractive to hackers and forms the lifeblood of the business, facing a cyber-attack is no longer a case of 'if', but 'when'. Of greater concern is how to minimise the impact on their business and on customer trust.

Restarting the fashion supply chain in a post-pandemic world

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The apparel sector has been fundamentally altered by the impact of COVID-19. The last number of months have seen increasing pressure on the sector due to abrupt order cancellations, halted payments for suppliers and workers along with enforced factory and store closures.

Achieving cyber resilience in consumer goods

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It is commonly understood that security – or specifically cybersecurity in the modern-day organisation – is everyone’s responsibility, but what does that mean?In the same way as fiscal discipline is managed today, security can and should be connected to the very fabric of the business.

A roadmap for CEOs in the oil and gas industry

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The oil and gas industry are no stranger to supply and demand shocks, having faced more than a dozen such blows over the course of the past four decades. Most of the supply side blows were the result of sudden supply pullbacks in reaction to geopolitical unrest.

Nurturing workplace inclusivity and dispelling prejudice

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In much of the world, the LGBTQ+ community has made great strides toward ‘equal’ even though the odds have been against them. The LGBTQ+ community knows adversity well and discomfort still abounds. By some basic measures, LGBTQ+ employees in many parts of the world have progressed in the workplace but behind the outward signs of progress, LGBTQ+ employees experience often unseen – but deeply felt – challenges and privately held fears on the job.

Digital platform economy: the next disruption awaits SA companies

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Ever had that experience where you were chatting or texting someone about a topic and the next thing you know, you log onto your social media pages and find either an advertisement or suggestion on the very same topic? Well, this mystery is more common than you think.

This is the time to reboot your cloud strategy

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With proven business benefits for adopting cloud computing, the prediction of the global marketing intelligence firm, International Data Corporation (IDC) that 90 percent of businesses will use multiple cloud services and platforms by 2020, comes as no surprise.

Constant release of new features can erode customer trust

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Businesses must release new, exciting digital experiences and products at higher velocities than ever before to remain relevant and continue to increase their share of wallet in this brave new world which we refer to as the post-digital era. This unprecedented pace of innovation has several unintended consequences, which, if not purposefully addressed, can erode trust and alienate customers.

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