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Top 10 CX Stars Profiled: Ian Golding & Nick Macfarlane

Customer Experience Magazine is profiling the top 10 Professionals and Influencers from our Top 50 CX Stars list. Here we look at Number 2 in each category. Nick Macfarlane of Sky is today’s featured Professional, and our Influencer is Ian Golding. We welcome feedback on our...

Writing Skills: The Foundation of Quality Customer Service

The course is about to begin; new client, new city, new room, new people.  A quick round of introductions reveals the only constant: none of the delegates about to receive a three-day course on business writing skills has ever had any...

Empathy and the Fourth Industrial Revolution

The First Industrial Revolution was all about steam trains and manufacturing, complemented by a second revolution of mass production, steel, and electric. This was followed up with the self-explanatory digital revolution. And although we don’t have our hoverboards parked up...

Top 10 CX Stars Profiled: Adrian Swinscoe & Jo Mayes

Customer Experience Magazine is profiling the top 10 Professionals and Influencers from our Top 50 CX Stars list. Here we look at Number 3 in each category. Jo Mayes of Business Stream is today’s featured Professional, and our Influencer is Adrian Swinscoe. We welcome feedback on our...

Why Financial Education Should Top Your HR Agenda for 2020

This article was co-authored with John Petter, CEO of HR software provider Zellis.   It isn’t a new discovery that money worries have a direct impact on your employees; financial concerns are a serious cause of mental health issues, which themselves result in...

Genesys Rebrands Flagship Cloud SaaS

Omnichannel CX and contact centre solutions provider Genesys is rebranding its flagship software as a service (SaaS) offering. The company is changing the name of PureCloud – the world’s leading public cloud contact centre platform – to Genesys Cloud. The move is to reflect the evolution of...

Top 10 CX Stars Profiled: Naeem Arif & Andrew McGuigan

Customer Experience Magazine is profiling the top 10 Professionals and Influencers from our Top 50 CX Stars list. Here we look at Number 4 in each category. Andrew McGuigan of Microsoft is today’s featured Professional, and our Influencer is Naeem Arif, founder of NA Consulting. We...

How Independent Brands can Maximise their CX in 2020

With January comes the opportunity to refocus and set goals for the year ahead – even more so when this coincides with the start of a new decade. For independent retail brands, delivering a better experience to customers will be...

Top 10 CX Stars Profiled: Clare Muscutt & Alison Lawrie

Customer Experience Magazine is profiling the top 10 Professionals and Influencers from our Top 50 CX Stars list. Here we look at Number 5 in each category. Alison Lawrie of AkzoNobel, is today’s featured Professional, and our Influencer is Clare Muscutt, founder of...

Customer-Centric or ‘Channel-Centric’: Knowing the Difference

With the ongoing advances in digital media, I often see organisations claiming to be “customer-centric”, when in reality they are being channel-centric. In the search for giving the best-in-class Customer Experience, do you understand the difference? With a new decade upon...