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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...

Retail Urged to Prepare for Majority Digital Future

Online shopping will account for more than half of all of retail sales within the next decade, a new report predicts. Commissioned by law firm Womble Bond Dickinson (WBD), The Digital Tipping Point claims a growth from the current rate of 19 percent...

Five Ways Cloud can Empower Your Customer Service Team

As any reader of CXM knows, Customer Experience is a key business differentiator. Businesses working in every sector, from IT to healthcare to retail, needs to deliver fast, effective, and memorable customer service to stand out from the crowd. Consumers...

Play Your (Gift) Cards Right

Sales from digital gift cards are projected to hit nearly $700bn in global sales by 2024 – if you’re a retailer, it’s an area you simply can’t afford to avoid or get wrong, especially since 72 percent of retailers now...

London Staff Cull as Deutsche Bank Begins Overhaul

Plans by Deutsche Bank to “restart” its operation have led to the first cull of employees in London, along with a loss of staff in New York and Tokyo. The German investment giant is undergoing a radical reorganisation to “become more...

Food for Thought: Hoteliers Debate Customers’ Changing Tastes in Dining

Hotels are being forced to face up to changing customer tastes that could spell the end for room service food. Industry thought-leader, EP Business in Hospitality, recently hosted a topical business forum featuring world-class hoteliers, alongside guest experience management firm HGEM. The event...