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CXM Snippets: Three Stories in Three Minutes

Three stories from the world of Customer, Employee and Digital Experience in Three Minutes…Emirates announce deep clean of aircraft to tackle coronavirus spreadEmirates has incorporated new disinfecting measures in response to the coronavirus outbreak.The airline has implemented increased cleaning efforts...

Gamify your 9 to 5: Design Games as a Business Tool

Most of us have fond memories playing (or arguing) our way through a game of Monopoly with the family or bringing together a group of friends for a game night. That said, few people would associate the term “board game”...

CXM Snippets: Three Stories in Three Minutes

Three stories from the world of Customer, Employee and Digital Experience in Three Minutes…Apple advise staff to stay home during virus outbreakApple is advising staff to work remotely during the coronavirus crisis.Apple CEO Tim Cook sent out a note to...

Genesys Aquires nGUVU to Boost Employee Experience Capabilities

Leader in contact centre solutions and cloud CX Genesys and their long-established partner nGUVU have joined forced in strengthening and bettering Genesys’ workforce by implementing gamified solutions such as machine learning and behavioural analytics. Applying gamification to Genesys’ workforce engagement managemenet...

2020 UK Complaint Handling Awards: Meet the Winners

The 2020 UK Complaint Handling Awards have taken place in London, celebrating the people, companies, and initiatives behind some of the best customer service operations in Britain. Hosted by Awards International – holders of an Independent Awards Standards Council Gold Trust Mark...

Successful CRM Strategies and Organisational Behaviour Management

This article is co-authored by Edwin Best (below left), founder of The Best CRM, and Joost Kerkhofs (right), an entrepreneur and author specialising in Organisational Behavior Management (OBM), and the co-founder of OBM Dynamics, which offers globally recognised certification in OBM...

Pre-empting Consumer Intent With a Truly Customer-Centric Approach

Customer-centricity has been the CX and marketing industry promise of the past decade. It has been hailed as the crucial ingredient to generating lasting loyalty because it is a fundamental shift in the way businesses view their customers, and indeed how...

CXM Snippets: Three Stories, Three Minutes

Three stories from the world of Customer, Employee and Digital Experience in Three Minutes…Emirates NBD cuts tariffs on SmartTrade platformGulf Customer Experience Awards winner Emirates NBD is reducing bank tariffs for transactions made over their smart platformDubai’s biggest bank has...

Contact Centre Superheroes Need Saving Too

Anyone who has worked in the complaint handling industry will tell you that like any job, there are good and bad days. What isn’t like most other jobs is the emotional weight placed on a complaint handler when they have...

Lush Offers Free Hand Washing as Businesses Urged to Follow Suit in Coronavirus Outbreak

UK cosmetics chain Lush is inviting people to wash their hands in their stores even if they are not shopping, to help hinder the spread of coronavirus. The move comes amid calls for an increase in public hand washing stations, with...