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The Knowledge Centre

The Knowledge Centre

Explore our latest thinking on topics at the heart of business

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

Designing human behaviour

Good design good, bad design better? In a nutshell Seeking new and unfamiliar experiences is a fundamental behavioural tendency in…

Contributor
Colleen Ryan

Hb

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

Through the looking glass: the future of data

Data is quickly becoming an economy of its own. In a nutshell As we transition to Industry 4.0 the way we manage and curate data will…

Contributor
Jonny Almario

An

Fake news still has the power to persuade

Now that fake news has been exposed, has it lost its power to influence? In a nutshell Much of what we see and hear, including…

Contributor
Colleen Ryan

Hb

The grammar of brands

We Uber, we Skype, we Google. In a nutshell Brands as verbs speaks to a paradigm shift in the last decade about how people feel about…

Contributor
Colleen Ryan

Br

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

Reading the future from the fall out

Chaos theory was very popular a few years ago. In a nutshell We can look at data about macro global movements in population, climate…

Contributor
Colleen Ryan

An

Is your loyalty scheme working for you?

Studies claim that loyalty schemes are powerful business drivers.  In a nutshell Our research has shown that loyalty programmes hold…

Contributor
Colleen Ryan

Hb

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

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