Archives

The Value of ‘Keeping it Simple’ for Improved CX

  If there is one lesson Phil Durand (pictured), Director of Customer Experience Management at Confirmit re-learned as a judge at this year’s UK Customer Experience Awards, it’s that there is real value in making things as simple as possible… The aim of Voice of...

‘Where’s my Order?: Three Tips for Boosting Delivery Experience

There’s nothing worse. You book an entire day off work to receive a delivery. You spend the whole time waiting for the doorbell to ring because you don’t know what time the delivery will arrive. You nip out to the back...

Reputation in a Noisy World of Endless Choice

The rise of online retail continues to gather pace and consumers are rapidly migrating their spending habits away from brick and mortar to shopping through digital devices. ONS data shows that ecommerce market size reached £137.38bn last year, with 82...

How to Nail your Digital Interview

Some say there has never been a better time to be searching for employment. It is true that the whole process has significantly improved, especially with the growth of technology and the internet. Plus, long gone are the days when...

The Attrition Mission: Managing Transient Customers

It’s never been easier or quicker to switch suppliers and service providers, with digital innovation and digital disruptors providing customers with the opportunity to make a change in super-quick time. Such is the freedom of choice and the ease of...

Customers at the Heart of Everything: A Judge’s Perspective

Jo Boswell is Founder & Director of Sentio-B, and one of the UK’s innovative CX consultants. This October she returned to Wembley Stadium to judge at the 2019 UK Customer Experience Awards, where she was impressed with the calibre of...

Boost Business Performance Through Employee Experience With Free E-Book

A new e-book on successfully implementing tried-and-tested Employee Experience initiatives is available for free from the World Employee Experience Institute (WEEI). Ben Whitter is the founder of the WEEI and the world’s foremost expert on Employee Experience. Successfully leading the Employee Experience...

The Slow Death of UK Retail Banks

In my recent discussions with UK banking execs, I’ve detected a fresh urgency when they talk of the need for change. Banks have been speaking about greater customer centricity in their annual reports for years, but it’s really only in...

Fir Play: Xmas Decor Boosts Office Productivity, Poll Suggests

Festive traditions in the workplace can boost employee productivity according to new research. In the study, 74 percent of employees said they were motivated to work harder if their employer embraces Christmas, despite only 36 percent of businesses offering a party for their staff...

Five Steps to Starting Your Ecommerce Business in the UAE

Whether you’re buying for personal consumption or business through the internet, online shopping is now a big part of our everyday lives. This fact is going to evolve even more so in the coming years with the upsurge of ecommerce...