Can You Really Measure Customer Experience?
I once started a PhD in Organisational Psychology. I didn’t complete it because I eventually figured out that it was a useful qualification for a career in academia, but not worth much in business –...
View ArticleBig Data and the IoT Are Worth Billions to the UK Economy
IBA Group Mark Hillary The Centre for Economics and Business Research (CEBR) recently published new research exploring the size of the Internet of Things (IoT) and Big Data markets in the UK economy...
View ArticleDigitilisation of customer service
Back in 2010, industry experts predicted that digitalization would play an increasingly important role in customer service. Six years down the line it’s very clear how customers are using technology to...
View ArticleWill Sainsbury’s or Amazon Win The Battle For UK Groceries?
I was surprised to see that the Wall Street Journal reported negatively on the takeover of Home Retail Group (including Argos) by the supermarket giant Sainsbury’s. The WSJ believes that the fight for...
View ArticleBe mindful where you store your customer data
By Larry Augustin, Chief Executive Officer, SugarCRM The cloud is having its day in the metaphorical sun, following social and mobile in topping IT priority lists for large enterprises. A recent...
View ArticleEmployee Engagement Summit
As part of the Employee Engagement Summit (http://engageemployee.com/summits/2016-employee-engagement-summit-new/) I was asked to join a panel with Iain Trundle from Barclays Bank and Rory Lawson from...
View ArticleThe ring, the ping and the bot
Dr Mark K. Smith, CEO of ContactEngine Communicating with customers isn’t easy. First mail? 1840. Ring-ring, ring-ring and suddenly it’s 1876. Now rest. Over 100 years later we got (e)mail, and a...
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Letter From Bogotá: Customer Experience Colombian Style
I have been speaking today at the ACDECC Congress on Contact Centres and CRM in Bogotá, Colombia. It’s been a great day because instead of the usual topics I see at contact centre conferences this...
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Employee Engagement Summit – View from the chair
Last week’s Employee Engagement Summit was attended by 450 delegates and was hailed as a truly world class event. In the first of our two chair reports James Rapinac, Business Solutions Consultant at...
View ArticleEmployee Engagement Summit – Melissa Hungerford’s View from the Chair
As lead chair for this year’s Employee Engagement Summit, I was honoured to set the tone for the day by introducing the concept of ‘Engagement as a choice’ and how we play a role in our own level of...
View ArticleDigital CX Is More Than Just A Facebook Page
I talk to many companies about how they can plan their customer experience. It differs from company to company. Different industries have different needs and B2C is different to B2B, but there is an...
View ArticleCustomer Service with Flying Colours
Michael Andreou, Singapore Airlines In my current role as Customer Services Officer (Customer Experiences) for Singapore Airlines in London, I’m often asked for my golden tips on how to provide the...
View ArticleSix steps to achieving really poor customer service
Daniel Bailey, Director of Northern Europe, Zendesk Customer service. What a positive and optimistic-sounding phrase – who could take exception to that? But the reality is far less pleasing. Commonly...
View ArticleYou made your customers leave
Michiel Lely, VP EMEA at Verint Systems Sometimes you don’t know you have a problem until you’re presented with the solution. Consumer research in nine countries shows almost half of all consumers...
View ArticleIs Mike Coupe the New Arkwright?
Sainsbury Chairman Mike Coupe draws inspiration from a discreet, interactive website called ‘Trolley Talk’, where 4000 shoppers a week help him to make the right strategic decisions and decide what he...
View ArticleWhat Leicester City can teach us about delivering awesome customer experiences
At a time of rapid change in football, Claudio Ranieri recent Premier League triumph with Leicester City has captured the world’s imagination. Even my Tottenham supporting colleague is full of praise...
View ArticleEmployee Engagement Summit hailed as ‘world class’– Watch the highlights
Around 450 delegates attended our second Employee Engagement last month in London, and the event has been universally acclaimed by delegates, speakers and sponsors as being truly world class. Delegates...
View ArticleGetting your voice back
Lee Bryant, Managing Director, Sesui, outlines how Cloud telephony is transforming the humble telephone from an unsung commodity to an indispensable business tool. It will surprise many to learn that...
View ArticleThe Philippines Continues to Evolve as a Premier Option for English-Language...
By John Pastor, Conduit Global One thing that distinguishes countries in the global economy is comparative advantage. For those that remember their university economics classes, this denotes the idea...
View ArticleWhat is a Shop? The Evolution of the Retail Store
By Phil Gibbs Remember the days when a shop was a shop? A customer entered, evaluated items, purchased what they wanted and left with said items in-tow. With the growth of ecommerce, a shops purpose is...
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