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The Knowledge Centre

The Knowledge Centre

Explore our latest thinking on topics at the heart of business

The fine art of influencing customer-centricity

Customer-centricity has been the dominant business narrative for some time now.  In a nutshell People like to make decisions that…

Contributor
Andrew Lewis

Cc

Finding the next big thing for Steinlager

How do you create a new product that sells out in stores and pubs in its first week? In a nutshell Co-creation is a technique we…

Contributor
Amber Coulter

Cc

The missing heart of customer-centricity

Think back to the moment Trump got elected for President.  In a nutshell Customer-centricity is a response to people demanding more…

Contributor
Claire Tutill

Cc

NZ Post on a customer centricity journey

When was the last time you posted a letter? When was the last time you shopped online? In a nutshell NZ Post have embarked on a…

Contributor
Colleen Ryan

Cc

Show me the money

I’ve watched a lot of bad movies. In a nutshell Customer experience requires genuine and authentic care for the customer. At the same…

Contributor
Connon Bray

Cc

Seeing through another's eyes

Sometimes the challenges we help businesses overcome are relatively simple, at other times they’re much tougher. In a nutshell We…

Contributor
Amber Coulter

Cc

It's the customer's journey, not yours

We are in the era of customer-centricity – in all its manifestations. In a nutshell Customer experience has become a core focus in…

Contributor
Colleen Ryan

Cc

Human-centric numbers

As a measurement of progress, GDP has been controversial since its inception. In a nutshell  GDP does not reflect the changes in how…

Contributor
Antonia Mann

Cc

Building marketing success from moments

Us humans live with an insatiable desire to understand ourselves. In a nutshell Not only are our true desires hidden from us, our…

Contributor
Andrew Lewis

Cc

From inside out to outside in

A while back, we looked at the state of innovation in FMCG categories. In a nutshell Most product 'innovations' simply result in…

Contributor
Andrew Lewis

Cc

Being human-centric in the technology hype

AI, machine learning, wearables and VR hold exciting possibilities for the marketing space. Key takeouts AI assistants that act as…

Contributor
Antonia Mann

Cc

Breaking down silos

The word silo has more than one meaning. In a nutshell No individual business function can drive towards customer-centricity, because…

Contributor
Karin Glucina

Cc

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