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The Big Switch: How customer service is becoming smart

Marcus Hickman

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Our blog

  • Customer‑Facing GenAI Chatbots: Assessing Features and Benefits in Provider Marketing
  • Real-Time Account-to-Account (A2A) Payments: A Quiet Revolution
  • CX 2026: 1 priority and 7 trends
  • When Cybersecurity Becomes an Economic Risk: Lessons from 2025 and the 11 Trends That Will Shape 2026
  • Savings Confusion: When Simplification Helps – and When It Hurts

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We are experts in building, analysing, synthesizing and visualising market research and customers insights

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An up-to-date understanding of consumers and businesses based on expert interviews with senior executives, qualitative research, online surveys and advanced analytical tools.

Global market research

Customer experience and financial services, energy, healthcare, housing, payments and more.

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