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Where Bosses are Going Wrong (and how to get it Right)

Throughout our careers, we experience many different personality types that influence our behaviours and professional personas. These encounters can often shape who we become as leaders, but have you taken the time to reflect on your management approach and considered...

3 Steps to Creating a Kinder Call Centre Experience

We often hear about customer service being increasingly used as a business differentiator, but what does this really mean? After all, customer service comes in many guises and means different things to different people. Some people simply want fast service...

CX Masterclass With Ian Golding: Early Bird Offer Ends Soon

The Customer Experience Professional Masterclass is taking place next month, and the deadline to take advantage of a special Early Bird discount offer is fast approaching. The two-day Masterclass is led by Ian Golding, founder of the Customer Experience Consultancy, and author of Customer What?...

Changing Customer Experience at the Checkout

In today’s retail world we are emerging into a new era where technology and commerce are joining together and revolutionising Customer Experience. Retailers are increasingly continuing to implement new technologies which help to improve processes. Alongside this they are also...

The Super Rise of Instagram

Brands have been urged to pay attention to the rise in popularity of Instagram among consumers noted for being ahead of the curve when it comes to tastes in technology. A survey was carried out at the recent MCM London Comic...

Need for Customer Service Simplification Highlighted in Report

Simplifying the complex environment of customer service delivery is essential for businesses in the months ahead, a new report has warned. Recently published research from CCA, the professional body for customer service, in partnership with Twilio, surveyed over 70 senior customer service executives...

A 360 Degree View Isn’t Everything…Customer Experience Is!

There is no such thing as a typical customer journey – shoppers are browsing, buying, and interacting with brands in more ways than ever before.  Meanwhile, with 41 percent of consumers conducting research online but buying in store, it’s clear shoppers...

Countdown to 2019 CIPD Festival of Work

Driving meaningful working lives in a more automated workplace, motivating a multi-generational workforce and the future of skills and learning are just some of the topics being discussed at this month’s CIPD Festival of Work. The two-day conference at Olympia London,...

Renewable future in focus ahead of Abu Dhabi climate summit

Renewable power will be the engine of global energy transformation, according to a new report ahead of a climate summit taking place in Abu Dhabi this year. The latest report from the International Renewable Energy Agency (IRENA) shows that renewables are...

Happy Days: Winners Reflect on 2019 UK Employee Experience Awards

This article is written by Joe Wedgwood, Chief Storyteller at The Happiness Index, one of the winners at the 2019 UK Employee Experience Awards…   This May we had the pleasure of attending the UK Employee Experience Awards at the Park Plaza...