Where did the Human in 'Human Touch' go?

To thrive, every company must become an empathetic, human-centred organisation. Data, strategy, product, talent, will all have little impact if businesses, at their core, are not led and driven by empathy and customer centricity. To create sustainable growth, organisations must deeply understand and relate to their customers’ challenges, motivations and behaviours. The choices businesses will make in 2022 specifically around their customer experience, will impact and largely determine their success in the next decade.