Research Themes
In collaboration with our partners we have developed a research programme which addresses some of the key challenges facing organisations as they undergo digital transformation.
How to benefit from emerging technologies
Pilot projects in which emerging technologies such as Blockchain and AI are used to solve real-world business problems and demonstrate their impact on product and service innovation.
How to understand and improve the customer experience
Machine learning and big data analytics provide new insights into customer experience, help firms understand what their customers really think of them and improve the services they deliver.
How to use digital platforms to create new business models and revenue streams
Lots of firms are investing in digital platforms but are not yet reaping the rewards. This stream looks at the role of platforms in managing the customer experience and how they can be used to create new business models and generate revenue streams.
How to formulate a successful CX-centric digital transformation strategy
To better understand the challenge of developing digital transformation strategies in complex organisations we are looking at how global companies are approaching the task. We have developed our own framework for CX-centric strategy formulation which we use to analyse how effective firms are at making clear strategic decisions and understanding how to put digitalisation initiatives into practice.