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Latest from the ICG
Why businesses need to think about empathy as well as efficiency in their Customer Complaints process
Article by ICG member Lindsey Annable, Free Spirit Consulting Ltd. Businesses need a different focus when automating their Customer Complaint process. They should start with the question of how to automate not only for efficiency but also for...
When AI Sounds Right But The Research Feels Wrong
Why cultural relevance still depends on human judgement By Iris Griffiths, ACROSS Research (and ICG member) AI can produce a questionnaire that is perfectly translated into Portuguese and still asks the wrong questions. When research moves...
We haven’t forgotten how to connect
Article by Sabine Rats, business colleague of ICG member Wim Buedts, Independent Minds. Somewhere along the way, talking to a stranger started to feel risky, not relaxed. Better to say nothing than to bother someone who probably isn't interested...
RECORDING: SomeBOTy To Love: New Findings on Social Relationships & AI
We are delighted to welcome Brooke Schlesinger, YouGov (Australia) to talk through their work which explores AI companionship. AI chatbots have moved further into everyday life, as tools for productivity and information, and as social and emotional actors embedded...
QR provides practical wisdom
Article written by ICG member Kevin McLean, first published on LinkedIn. More and more data but less and less time Marketers are surrounded by more and more data, with less and less time to deal with it. To adapt Coleridge's famous poem, "Data, data, everywhere, / Nor...
How Insight Functions Reclaim Strategic Agency
Article written by ICG member Paul Griffiths, Client Advocates Customer insight teams often ask for a greater seat at the table. They want more influence over decisions, stronger stakeholder engagement and a bigger role in setting organisational...