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Ethics and data integrity
By Paul Burley. Ethics and data integrity – what happens when the organisation collating the employee feedback and engagement data uses the responses from employees to predict their future behaviour?
Who loves a survey?
By Paul Burley. There is an elephant in the insights room. We need to talk about surveys. Has anybody else noticed just how many companies send out customer satisfaction and feedback surveys?
Don’t be afraid to pivot
By Kerry Sumner. What is a pivot? A pivot can be a change in strategy, shift in positioning, finding the right customer. It can be based on research or sometimes it’s following your instinct and experimenting.
The CX Principles that can guarantee a successful program – Part 4
By Garreth Chandler. At The Evolved Group, there are a number of CX Principles we follow to ensure we build successful CX programs. Essentially these principles are divided into four important groups – employees and customers, program owners, stakeholders, and the leadership group – and I’ll explore them in detail over the course of this year.
How First State Super is improving customer and employee engagement through technology
By Paul Burley. When it comes to superannuation funds, First State Super takes a very different approach to member satisfaction and service than most.
The CX Principles that can guarantee a successful program – Part 3
By Garreth Chandler. CX principles. Program Owners – getting good advice and push back where needed from us.
Are CX tech vendors providing adequate support post-platform deployment?
By Paul Burley. The biggest theme to emerge in my personal conversations with senior CX practitioners was vendors delivering on their promises of performance.
Consumer buying – a retail strategy advisor’s view
By Arletta Turnbull. A conversation with Mick Moore from Scalene Group about all things retail. Consumer purchasing behaviour, ranging, the state of the retail sector and more.
An overview of Machine Learning concepts
By Nick Jenkins. The three major branches of machine learning are supervised, unsupervised, and reinforcement learning.