Author: Insights Team

Nick Jennings, Vice Provost (Research & Enterprise) at Imperial College, has been an AI researcher for more than 30 years and has seen the peaks and troughs in the field. He has encountered years where there was a huge amount of funding and interest, as...

With more than 300 papers and 12 books in his portfolio, Michael Luck, the executive dean of the faculty of natural and mathematical sciences at King’s College London, is pioneering research into how multi-agent systems can be used to solve a huge array of challenges....

How successful is NPS as a way of measuring customer satisfaction and loyalty? Despite its popularity and widespread use, NPS has significant limitations which are often not discussed. This paper identifies and discusses those limitations. Sample content ...

Simple and straightforward communication is a key component of delivering an exceptional customer experience. Messaging apps offer simple communication at little to no cost, and the number of people using these apps is significant — the top-two apps worldwide are Facebook Messenger and WhatsApp, each with...

Delivering exceptional Customer Experience (CX) can differentiate a company from its competition, so it is of little surprise that commitment to CX is now at the heart of the strategies of most global brands, with 84% of companies aspiring to be CX leaders. However, CX...