Archives

Seven Signs Your Employees are Unhappy (and What to do About It)

The link between creating a positive Customer Experience and an engaged workforce is widely accepted, so why do we find it hard to build motivated teams that are passionate about the companies they work for and ready to go the...

Where Employee Benefits and Wellbeing Meet

What do wellbeing and benefits have in common? Simple – they both have a huge impact on employees. Yet too often they are treated like separate business needs. Both play a crucial role in shaping Employee Experience, so an integrated...

Employee Burnout: Spot the Warning Signs

According to the Health and Safety Executive, around 12.5 million working days are lost due to work related stress in 2017, with 526,000 British workers suffering from mental health issues such as depression and anxiety. Following these statistics, Ciara Morrison, Head of HR and Talent...

GDPR: What it Means for Customer Experience

May sees the arrival of the much anticipated General Data Protection Regulation (GDPR). Much has been made of this new legislation, and in the months preceding its advent there has been considerable speculation, hype, and to some extent scaremongering regarding...

Humanising the Digital Experience

As Customer Experience become increasingly digital, many businesses will need to overcome a critical flaw in the internet. Left unchecked, this flaw could determine online success or failure. It’s a flaw that is already frustrating a new generation of web...

Building Shelf Esteem: The Rise of Electronic Labelling

Physical stores will end up as showrooms – just one of the outcomes predicted from the growth of online shopping. But with around 90 percent of retail transactions still taking place in-store, it hasn’t come to pass. That’s not to say...

The Automation Paradox

Reading the latest technology news or skimming through this year’s topics for customer service conferences, it’s not difficult to picture a not-so-distant future where customer service jobs will be taken over by robots. According to research, six percent of all US...

Claire Sporton: ‘AI Should Augment our Amazing Human Brains’

The robots are coming…but not as fast as some might think. That is the prediction of Claire Sporton, the recently appointed Senior Vice President of CX Innovation at ‘Voice of the Customer’ experts Confirmit. The London-based long-time CX professional has spent many...

Seizing Competitive Advantage Through Tech ‘Easing’ of CX

For any organisation operating in the telecoms sector, seizing competitive advantage is a greater challenge now than ever before. Consumers have an ever-expanding array of choice when it comes to products, and the omnichannel nature of modern shopping means that...

Dangers of a Negative Digital Experience

Social media management platform Lithium Technologies recently commissioned a survey of 2,000 UK consumers to determine how they feel about the myriad of channels available to them when contacting a brand. Here they present what a negative experience can mean...