• Customer Experience Vs. Customer Service – Proactive Vs. Reactive

    Customer Experience Vs. Customer Service – Proactive Vs. Reactive

    Customer experience (CX) is becoming the number one business differentiator and driver of growth. It is the battleground upon which customers are won and lost. Research suggests that by 2020, CX will even overtake price and product as the main reason why consumers choose one company over another. In fact, 81% of customers are already
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  • Systems Thinking: The Vocabulary, Tools and Theory

    Systems Thinking: The Vocabulary, Tools and Theory

    What’s the best way to solve a business problem? Breaking it down into bite-sized chunks, or taking the 40,000-foot view of the situation? The former is what we might consider to be the traditional problem-solving approach – separating a problem into smaller components and analyzing the parts individually. However, more often than not – especially
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  • What Is Customer Experience, and Why Is Good CX So Important for Good Business?

    What Is Customer Experience, and Why Is Good CX So Important for Good Business?

    Focus effectively on customer experience (CX) and your business will witness significant performance improvements across the top- and bottom-line. This is the key takeaway from a recent study by Forrester Consulting, which established that experience-led businesses have 1.6x higher brand awareness, 1.9x higher order values, 1.6x higher customer satisfaction rates, 1.7x higher customer retention rates,
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  • An Introduction to Systems Thinking

    An Introduction to Systems Thinking

    One of the biggest breakthroughs in understanding the complexities of an organization can be found in the field of systems thinking. All organizations strive to be as efficient, productive, and profitable as possible. However, in attempting to be so, one of the biggest challenges leaders face is successfully orchestrating the many different divisions, teams and
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  • Top 6 Data Analytics Tools

    Top 6 Data Analytics Tools

    Solid information has always been the basis for sound decision making. In a digital economy, information often presents itself in complex streams – which is why the science and technology of data analytics, coupled with visualization and reporting, are now essential aspects of any digital business. Enterprises of all sizes need powerful data analytics tools
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  • Ensuring the Success of Hybrid Multi-Cloud Enterprises with Hybrid Data Management

    Ensuring the Success of Hybrid Multi-Cloud Enterprises with Hybrid Data Management

    The future of enterprise IT will almost certainly be hybrid. After all, multi-cloud seems to be the preferred strategy among a majority of businesses. However, even within multi-cloud, a hybrid strategy that blends public and private clouds in orchestration seems to be gaining an edge over a strictly public- or private-only policy. This is according
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  • Data Analytics vs. Data Science: What’s the Difference?

    Data Analytics vs. Data Science: What’s the Difference?

    Businesses are developing an appetite for data science. According to a recent report from job site Indeed, the demand for data scientists increased by 29 percent year-on-year and by 344 percent since 2013. The role of data scientist has also been rated the best job in America for three years running by Glassdoor. As Andrew
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  • Is short-sightedness fuelling the tech skills shortage?

    Is short-sightedness fuelling the tech skills shortage?

    The tech industry is suffering a skills shortage. There isn’t a high enough supply of skilled technology workers to meet sector-wide demand – from cybersecurity, to software development, to big data management. The question is why? The tech skills shortage is, of course, a nuanced and complicated issue. It’s in part down to the pressing
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