CONTENTS
ISSUE 18
NEWS 6 . LATEST UPDATES :
News affecting you and your business
55 . REGIONAL ROUND UP :
28 .
Why soft skills build strong customer-brand relationships
An update of news from around our regions , including Africa , APAC , Europe , the Middle East and North America
12 . LATEST INTELLIGENCE :
Whitepapers from Erudit and Alcatel-Lucent
34 .
Embursing automation
ANALYSIS 14 . TECH TRENDS :
How to create outstanding customer experiences in the 2020s
66 . BUSINESS INSIGHTS :
How to foster a culture of allyship that supports well-being in the workplace
37
. 41 .
70 . FINAL WORD :
Transforming the role of CMO
18 . INFOGRAPHICS :
Poor tech experiences drive over 30 % of employees to consider quitting
25 .
20 . EDITOR ’ S QUESTION :
How can businesses improve the digital experiences of their employees ?
14 . 63 .
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