Author: Matt Trickett

Replacing FOMO with strategic thinking: Tackling the rise of rapid innovation in CX

A year ago, the fear of missing out (FOMO) was prevalent in adopting tech solutions. This was specifically the case with AI, where game-changing capabilities and perceived large scale benefits were deemed a necessity to adopt if companies wanted to...

The feedback you didn’t know you needed: altering the customer experience

While organisations often chase bold insights to drive innovation and gain a competitive advantage, the most valuable insights frequently come from unexpected places. Small but significant details in unsolicited feedback — whether that’s the thickness of the gravy at KFC,...

Relying on online tools and AI assistants alone won’t retain your customers. What will?

With consumer confidence constantly in flux – falling from a record low in January to its highest level in almost a year in February – the experiences that brands deliver today become increasingly important in winning over customers and their share...