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EX Marks the Spot: Why Employee Experience Impacts Customer Loyalty

The systems, apps and businesses in our life have customer experience down to an art. Whether it’s paying with your watch, being sucked in for another Instagram checkup or ordering a 1-click Amazon order, it’s quick, seamless and often the...

The “Seven Deadly Sins” of Customer Experience Transformation

Harald Fanderl, a partner and global leader of the Customer Experience group in McKinsey & Company’s Marketing & Sales Practice, talks about how to avoid the key pitfalls in implementing a customer experience programme. Customer experience (CX) has emerged as something...

Can’t Find a Desired Product In-store? Target Has a Solution

It happened to each of us – going into a store to buy something and not being able to find it. Pacing among the raffles completely clueless about the location of the desired item. This is one of the major frustrations...

How Card-Based Installments Are Shaking Up the E-Commerce Industry

Burgeoning financial technology is reshaping the way people all around the world, from all walks of life, make their purchases. The modern customer typically prefers to have an increased number of options from which to choose — including but certainly...

What Practices Are the Game-Changers in User Experience?

In the customer service environment front-line advisors should be fully equipped, not only in terms of product, systems and service knowledge, but in their “EQ” or ‘emotional intelligence’ which can make a dramatic difference to the user experience. Today’s contact centre...

Why Customers are the Beating Heart of Businesses

There’s a good reason why the old adage ‘change is good’ still rings true. It keeps us on our toes, enables us to re-invent ourselves, and keeps us competitive. In the corporate world, many suggest that the only real constant...

Three Strategic Wins Gained by Working with Mail Experts

In today’s always-on, digitally connected world it can be easy to overlook the role played by physical mail in business. The convenience and immediacy of email and instant messaging drives massive usage growth across these channels, but the fact remains...

Employee Engagement is the Key to Strong Customer Experience

I’m thrilled to be a judge at the 2017 UK Customer Experience (CX) Awards, and I’m looking forward to seeing for myself the accomplishments of these finalists, who are leaders in the field of CX. The finalists will be making a...

Ten Tech News Stories You Should Know

Here are the latest tech news stories from the UK and around the world.   1. Microsoft has just announced a new store on London’s Regent Street. There is no specific information on which building their store will occupy or when it...

If You Want to Deliver Great Experiences, Start With Your Org Design

In today’s information age, a great user experience and digital transformation are becoming critical to an organisation’s success and ability to remain competitive.  In a recent study by IDC, “84 percent of respondents are already digitally transforming or planning to digitally...