Archives

Customer Journey Mapping: Three Key Components

Customer journey mapping is a popular topic these days and for good reason, considering ever-increasing customer expectations, the many ways customers interact with companies, and a growing competitive landscape among brands. Conducting a mapping project can be a powerful tool...

The Importance of Employee Experience Design

With the 2018 UK Employee Experience Awards just around the corner, FDM is proud to be a partner and hear all the amazing stories about how companies are adding real value through EX. In a series of blogs, we have shared...

The Age of the Digital Dinosaur is Over

You’re in business. You’ve been in it long enough…no longer do you have to do quite so much sales and hustling.  While you’re a professional who knows what they are doing, the new world of business can often seem a little trickier...

HR: Leading Through Employee Experience

How can HR professionals lead through Employee Experience? What difference does it make in practice? With demand for exceptional employees at an all-time high, especially those with unique skill sets, talent is controlling the market in 2018, not companies. Walk into...

Mind the Gap: Identifying the Missing Link at your Contact Centre

Every time someone calls your contact centre for the first time, you know nothing more about them than their phone number. An IVR may help to perform some filtering, but you’re still in the dark with regards to where they came...

Are you Worth More?

The US Bureau of Labor statistics found that companies with fewer than 100 employees gave only 12 minutes of manager training every six months. Organisations with 100-500 employees provided just six minutes. And if this holds true for managers, how much...

Five Tips for a Top Omnichannel Strategy

Let’s talk about unicorns. Yes, that’s correct…unicorns. Or better still… mermaids and centaurs. Or for that matter, omniagents. Yes, omniagents – the most mythical creature of all. That one contact centre agent with the linguistic ability to be a gifted email...

Trust Us: Building Confidence in Human-Like Artificial Intelligence

In the face of an uprising by technologically savvy, nimble upstarts – such as Revolut, Monzo and Deliveroo – which have automation and digital service at their core, more and more businesses are rightly looking to technology to help engage...

Three Steps to Effective Customer Journey Mapping

Companies that intentionally make an effort to be customer-centric are known to be more profitable. One of the tools that businesses can use to improve customer-centricity are customer journey maps. In fact, observing, and acting upon the whole customer journey has...

Employee Mental Health: End the Stigma

Within every business, there will be those who suffer in silence to the point that control is lost and the very act of getting out of bed can become utterly overwhelming. Employees are still reluctant to share mental health information with...