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Absorbing Your Positive Feedback and Avoiding Negativity bias

Diana Theodores is an international women’s leadership coach. Her new book Performing As You: How to have authentic impact in every role you play is out now.   Think about a compliment you recently received from a friend or colleague and the...

Capita Appoints new Customer Management and People Solutions Leads

UK Customer Experience Awards finalist Capita has appointed new leads for its Customer Management and People Solutions divisions. The business services leader – which has been shortlisted for a number of categories at this year’s awards finals in London this October, including Team...

Building Tech to Enhance – not Hinder – Customer Experience

Businesses in the UK today are very focused on bringing digital tools and tech into the heart of their processes. You are a brave Marketing or Operations Director if you say that digital transformation is not at the heart of...

Praise Problem for Employees Highlighted

‘Generic’ or rare praise from managers is turning off the UK’s employees, a new study shows. Global employee engagement firm Reward Gateway surveyed 500 employees in the UK, and revealed that generic and annual recognition or rewards are inadequate as employees...

Contact Centre GDPR Compliance: 3 Simple Steps

Contact centres are challenging places. There is certainly plenty to think about with the rising cost of salaries, managing schedules to meet customer demand, looking after staff wellbeing, PCI DDSS compliance, and now the added requirements of GDPR (General Data...

Digital Innovation Brings Awards Victory for Torry Harris Integration Solutions

One of the most inspiring winners at the 2019 UK Digital Experience Awards is planning a return to next year’s event as they continue to provide businesses with innovative digital engines for customers to use. Multinational firm Torry Harris Integration Solutions...

How Conversational AI Reimagines the Customer Journey

Analysts predict that spending on Artificial Intelligence in the retail sector will reach $7.3 billion by 2022, a majority of which will be poured into customer-facing conversational AI solutions like voice assistants and chatbots. That’s not surprising, given how the power of conversation is...

Using business intelligence to get meaningful customer insights

Businesses have been drowning in data for years, and in the CX space, we’ve developed some bad habits, collecting information without any clear purpose and sending out surveys to ask for feedback at every turn. Fortunately, we have got better...

Reducing the Carbon Footprint of your Business

Over the last decade, there has been a noticeable change in the way society perceives the environment. Having seen the impact pollution and carbon emissions is having on the ecological system, consumers and businesses alike are adopting new practices in...

Revealed: UK Firms are Overrating Their Customer Experience

A global research study has found that businesses in the UK and elsewhere are overrating their Customer Experience, and are underperforming when it comes to providing omnichannel communication. The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark report polled contact centre leaders in...