What if your most significant and expensive problems aren't about lacking a fancy new algorithm or a faster server, but about fundamental   human behaviours – or the lack thereof? We build cutting-edge systems, yet the friction persists, or according to our customers, is getting worse!. We automate processes, yet customers still leave frustrated. We implement engagement platforms, yet employees quietly disengage.   The reason is simple: Technology amplifies existing human dyn

Executive Summary Despite billions invested in customer experience (CX) metrics, organisations struggle to understand genuine customer...