Competitive intelligence (CI) is the process of gathering and analysing information about your competitors, industry, and market. It allows companies to identify opportunities, threats, and risks; and make informed decisions to stay ahead of the competition. Companies that track their CI see a 60% increase in leads by reframing their position in relation to marketing […]
Brands are turning to data virtualisation to provide optimal CX and facilitate their transformational journey in this ever-changing digital world. Consumer electronics company Logitech faced an issue when they built their cloud-based data analytics platform — some data remained on-premises. As a result, the company started looking for a solution that seamlessly integrates all its […]
Ninety minutes of wait time is no joke. I had called the airline multiple times regarding my refund status for a cancelled flight. But when I did manage to connect to an agent, he didn’t know my situation and what the management had decided about refunds. Meanwhile, the situation at the airline contact centre was […]
