Archives

Making Change Work

The aim of every CX programme, of course, is to add value over the long term – not just following the excitement of a launch or major overhaul. It should enable organisations to gather feedback from stakeholders, to analyse and...

Adaptive Applications are Data-Driven

One of the first things people see when they look in my reef tank is an amazing example of a Zoanthid. In other words, a coral carefully curated through years of dedicated attention. They’d see the beauty of a different...

The Three Language Changes You Can Make to Instantly Smooth Out Your CX

Tone of voice matters. So far, so unsurprising. I’m a writer. I would say that. But what if I told you 97 percent of your UK brand and marketing colleagues agree? At Schwa, we’ve just run a big piece of research asking senior...

Medallia Collaborates with Oracle Cloud CX to Help Brands Reinvent Customer Service Engagement

Medallia, a global leader in experience management and a member of Oracle PartnerNetwork today announced it plans to integrate with Oracle CX Service to deliver real-time feedback on what customers think and feel about customer service interactions with a brand....

5 Lessons About DX Transformation I Wish I’d Learned Sooner

I recently had the pleasure of judging the UK Digital Experience Awards, in the Analytics and Use of Data category. After the scores had been submitted, the virtual awards ceremony was over, and we’d exited Zoom, I was struck by a...

How Championing CX Can Drive Business Success

Maintaining CX excellence poses a challenge for all organisations regardless of the size. The equation to great CX might be simple – have a superb product and the right people who to sell it and business success is guaranteed. In...

Business Unusual: Time for Empathy, Flexibility, And Customer-First Experiences To Shine

Unprecedented? Strange? Unusual? Let’s be honest, there aren’t really the words to describe the bewildering and ever-changing face of 2020 for customer focused businesses. The customer that we all want to help and serve is changing as fast as the news...

Using Technology to Provide Agility to Contact Agents

Contact agents’ work is often thought of as synonymous with the physical contact centre. So, when the British government announced a lockdown at the end of March and most businesses had to empty their offices, customer service was instantly disrupted. The...

“I wouldn’t start from here, if I were you….”

A few weeks ago, I had the honour and pleasure of judging the 2020 UK Customer Experience Awards. This was my third year as a judge at this event and I was invited to chair the judging panel for the...

Does Net Promoter Score Adequately Empower Organisations To Be Customer-centric?

Net Promoter Score is one of the most trusted and popular metrics used by brands to measure the health of their customer relationships. Businesses who experience high levels of brand advocacy have been shown to outgrow their competition by 2.5 times.  A single...