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New Report

Optimising Business Operations Using ChatGPT

We wanted to learn how ChatGPT would be utilised in business as a tool to optimise business operations. We decided to go straight to the source and had a structured interview with ChatGPT on the topic. In this paper, you can read the responses to our questions from ChatGPT.

While we do not endorse any software and encourage proper investigation, the main objective is to encourage our readers to do their own research and embrace an AI strategy for their business. AI is here, and ignoring it, or rejecting its disruptive capabilities, is not recommended. Learn how AI can be a useful tool for your business.

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The Power of ESG for Value Creation

Environmental, social, and governance (ESG) issues have become increasingly important for businesses in recent years. ESG factors are now considered key drivers of long-term value creation and risk management. Investors, customers, employees, and regulators are all paying closer attention to a company's ESG practices and performance. Therefore, it has become imperative for businesses to establish and track ESGs specific to their organisation. This paper summarises some of the ESG practices that can lead to new value creation for organisations of all sizes.

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Customer Experience

New Growth Accelerators for a Crowded Internet

Ever since the Pandemic began, consumers have been spending significantly more time online and are undertaking more searches to find things and answer everyday problems. Like all of us are aware, there are so many choices on the Internet. This paper provides insights from Google researchers on how to cut through a crowded Internet.

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5 Technologies Redefining Customer Experience

This paper examines five emerging technologies that are likely to have the greatest impact on the future of customer experience. Organisations need to constantly develop innovative ways to create value for customers. These technologies can offer companies the tools to differentiate their brands in the future.

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The Real Financials of CX

To design a compelling customer experience program the initiatives need to be measured using financial metrics that can be easily measured and translate into tangible economic benefits. This paper outlines metrics that are often overlooked, but when factored into the ROI of CX will demonstrate the financial value of any CX strategic program.

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Digital Customer Experience Best Practices

With consumer behaviours changing at a rapid rate towards digital channels, the stakes to win over consumers have never been higher. As multiple businesses accelerate their digital transformation, there is the risk that some fundamental customer experience best practices are not implemented properly, leading to potentially enormous lost opportunities and, in some cases, damage to your brand. 

In this paper, we have provided the fundamentals of digital customer experience best practices and provided examples of how leading companies have used them to grow.

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Ethical CX - The New Differentiator

Customers are more concerned than ever about the behind-the-scenes manipulation of their data. Recent events have fueled the growing fears of customers. Ethical CX offers companies an opportunity to earn back trust and achieve long-term loyalty.

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Why Customer Experience Matters

This paper was written for the Prime Minister's Office in the United Arab Emirates. The paper was used as a guide for government offices as to why they need to undertake a proactive approach towards improving the customer/citizen experience.
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Customer Experience in a COVID-19 World

COVID-19 has changed customer expectations in a profound way. Customers now expect organisations to keep them safe from catching COVID-19. This survival guide provides 10 practical actions organisations can take to meet these new expectations and deliver a great customer experience.

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Web 3.0

Metaverse Market Opportunity Explained

Following on from Mark Zuckerberg’s announcement about Facebook hedging its future on the metaverse and transforming its name to Meta, many people have been seeking information about the metaverse. The report, titled What is the metaverse? - Market potential & opportunities explained provides a synthesis of all the key elements that define what research company Emergen Research says will be a US 1.6 trillion-dollar market by 2030.

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Blockchain for Enterprise

The ecosystem supporting blockchain technology has matured to the point where the rollout of multiple enterprise blockchain solutions is imminent. This is technology that cannot be ignored by any industry as it poses both a threat and an opportunity for organisations. This paper outlines the potential of blockchain technology.

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10 Steps for Scaling-Up

Scaling-up a business can be one of the most important initiatives that a leader can undertake. At the same time, it can be one of the most challenging undertakings. While there is no single blueprint for effectively scaling a business, there are some basic steps that should be followed to scale a business effectively. This ten-step guide outlines the process of scaling any business.
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New Business Venture Success Factors

Before starting a new business venture there are some critical questions that need answering before your strat.

This paper provides practical questions that every entrepreneur should answer when launching a new enterprise.

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When & How to Act in a Downturn

Market downturns are cyclical and an inevitable and often challenging time for many business leaders. There are multiple complex factors to consider that can seem overwhelming, and this can lead to delays in taking action quickly.
This paper outlines how you can quickly access the impact on the business using our simple Business Downturn Calulator™. We provide an executive summary of the strategies to use and in what situation.

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Designing a Winning A.I. Strategy

This paper provides a summary of the strategic considerations required to develop an effective A.I. strategy for the organisation.

Following this methodology will help reduce the failure rate of an ill-conceived strategy.

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Business & Digital Transformation

Redefining CX for the Digital Age

Customer expectations have been reshaped by technology. We now live in a hyperconnected world that provides us with access to just about any product or service at our fingertips. This new reality has changed what consumers value. This paper outlines how customer experiences have been redefined in the digital age.

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Business 4.x

The fourth industrial revolution, characterised by disruption on multiple levels, requires organisations to change their business practices to become more competitive. This paper outlines the essential areas that organisations need to change to enable them to succeed. Business 4.x is a new operating model.

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CX Organisational Transformation

This paper explores some of the critical considerations when undertaking CX organisational transformation. Changing the status quo in an organisation can be challenging. The report provides some practical steps to make the process more effective.

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Automation & Artificial Intelligence

A.I. Guide for CEOs & Board Directors

The guide is designed to educate and raise awareness of the important role artificial intelligence is likely to have on corporate governance. The report makes the correlation between the primary fiduciary duty of CEOs and Board Directors, and the value offerings of A.I. software.

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From Automation to A.I.

This paper was published at the 2018 World Government Summit in Dubai. The paper outlines key government strategic considerations for executing of automation and AI solutions. The paper outlines the value proposition for government as well as the likely future strategic path.

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The Business Case for Robotic Process Automation

This report outlines the business case for Robotic Process Automation (RPA). The findings highlight the important role it will play in optimising operational costs and enhancing the customer experience.
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Experience My Brand

We wrote the leading book on how companies grow using branded customer experience. Discover our unique blueprint for success.

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