Dee Chetty, Accenture Interactive Lead for Africa, explains why personalisation is more important than ever, and what successful customer engagement requires. FULL STORY >

Michiel Lely, VP of Practices, EMEA at Verint, explains why digital channels cannot and should not replace the personalisation offered by human beings. FULL STORY >

Digitalisation offers great opportunities to personalise customer experiences—but companies need to understand the nuances to achieve good results FULL STORY >