Why businesses need to think about empathy as well as efficiency in their Customer Complaints process

20 Aug 2026

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

20 Aug 2026

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

20 Aug 2026

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...

QR provides practical wisdom

19 Aug 2026

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,...

How Insight Functions Reclaim Strategic Agency

04 Aug 2026

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...

What a World Cup Goalkeeper Can Teach PR Teams About Earning Coverage

22 Jul 2026

Article by ICG member Nik Harta, Yolo Communications Picture the scene: penalty shootout, World Cup final, New York/New Jersey Stadium, 80,000+ people holding their breath. The goalkeeper has roughly 0.3 seconds to guess which way the ball is going. Here’s what most...