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Article

Cultivating the omnichannel farmer

– Smart agriculture suppliers are giving farmers what every consumer wants: a digital interface for speed and convenience and human... interaction when they need it. Here’s how they’re doing it.
Article

A new path for telco customer engagement

– Next-generation marketing and sales techniques offer incumbents real opportunity to thrive in a challenging landscape.
Interactive - lapetitemort.info Quarterly

Five Fifty: The industry effect

– What’s the single biggest determinant of how your company performs relative to others? The industry you compete in.
Article

How India’s ascent could change the fashion industry

– There’s great promise in India’s apparel market—but challenges as well. Here’s what brands need to know... about the country’s rise.
Commentary

New technology for an old industry: How digital can renew South African mining

– Employment and productivity in South Africa’s mining sector has steadily declined, highlighting the need for the transformative... power of digital technologies.
Report

Putting the shine back into South African mining: A path to competitiveness and growth

– The industry can achieve global cost competitiveness if the private and public sectors take concerted action.
Article

Bringing agile to customer care

– Early adopters are achieving impressive performance gains by empowering frontline workers to excel as team-based problem solvers.
Article

Getting the best customer service from your IVR: Fresh eyes on an old problem

– Interactive voice response (IVR) systems have one major flaw: people don’t like them. To address this, companies need to... rethink their design priorities and put customer experience first.
Article

How advanced analytics can help contact centers put the customer first

– Companies without advanced analytics are leaving significant customer-service improvements on the table. But to fully reap the... advantages of advanced analytics, organizations must have the right foundations in place to make the most of their data.
Video

How China’s largest online travel agency connects the world: An interview with Ctrip CEO Jane Sun

– High-spending Chinese travelers are an important consumer segment, and few companies are positioned to understand them better... than Ctrip.
Article

How governments can harness the power of automation at scale

– Process automation and technologies based on artificial intelligence can bring benefits across numerous functions of government.
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