Archives

Busting More Customer Experience Myths and Misconceptions

As CX professionals, it’s our job to understand and predict the needs of customers and to present experiences that fulfil those needs. Unfortunately, the reality of our role is rarely so simple. According to a study from Bain & Company, 80...

2019 UK Customer Experience Awards: Finalists Revealed

The finalists in the 2019 UK Customer Experience Awards have been announced, with some of the UK’s best-known brands preparing to compete for glory in London’s Wembley Stadium this autumn. The gala event – which this year is marking ten years of celebrating the...

Gamification: Most Effective Rewards Revealed

With almost one-in-two UK workplaces having introduced gamified rewards for staff, new research has revealed which of this kind of incentive has the biggest impact on productivity. A survey of 1,219 UK workers, carried out by workplace incentives and rewards provider One4all...

Revealed: What it’s Really Like to Work for LinkedIn’s Most Sought After Firms

From poor work/life balance and long working hours to a lack of progression and difficult interviews, new research reveals what it’s really like to be employed by some of the biggest organisations in both the UK and US. Based on LinkedIn’s annual...

Customers ‘annoyed’ at Digital Marketing methods

Current digital marketing techniques are failing to win over customers, a new report warns. Published by London-based tech firm Ogury, The Reality Report examines the attitudes of over 287,000 mobile users towards marketing and data, and suggests that current practices of digital...

Understanding the Importance of Diversity for Innovation

The following article has been written for CXM by bestselling author and Professor of Innovation, Design and Management at the University of Southern Denmark, Alf Rehn   We might call this the tragedy of niceness… So used are we to thinking of business as...

People, Peaks and Personality: Getting Recruitment Right in Contact Centres

Recruitment has never been an easy task, regardless of which industry is facing the challenge. Difficulties in finding the right people, at the right time, with the right skills, is something all organisations encounter. One such industry is contact centres....

Recruitment Crisis Costing Businesses as New Hires Fail to Meet Standards

New research has shone a light on a potential recruitment crisis which could lead to “failure” for firms. A study published by recruitment-tech firm, Worksome found that up to a third of new employees are not passing their six-month probationary reviews, while only...

Measuring the Always-Connected Customer

Today’s consumers want it all – freedom to research purchases using any device (66 percent), the ability to visit stores if the internet doesn’t meet their needs (49 percent), and personalised advertising offers (26 percent) – all as part of...

Brexit Data Protection Warning Following Record British Airways Fine

Pan-European data protection cannot be “taken for granted” post-Brexit it has been warned, after British Airways was hit with a fine of £183 million following a cyber attack which affected half-a-million customers. The record fine was imposed by the Information Commissioner’s Office...