Transforming the customer experience requires a level of speed and precision that traditional approaches can’t meet. The best businesses do it in real time.

Article

Putting behavioral psychology to work to improve the customer experience

By understanding the considerations that influence behavior, companies can design and manage service encounters to maximize customer satisfaction.

Article

Developing a customer-experience vision

To provide a distinctive experience for customers, an organization must unite around the goal of meeting their true needs. Done well, the effort can power a vast amount of innovation.

Article

South Africa's cautious consumer

Given the country’s challenging economic environment, how can consumer-goods companies and retailers succeed in South Africa?

What we're tweeting

What we're reading

Why Technologists Should Think Like Biologists

Harvard Business Review

Learn, use evolutionary thinking, and focus on small pieces.

Marketer Confidence Stable, Spending To Rise

MediaPost

Despite broader pessimism in market, more than half of marketers believe their business' revenues will grow over the next few years.

Our people