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Five Trends that will Dominate Digital in 2018

TREND #1 The year of the MVP The MVP (minimal viable product) approach has been around for a while now but we’re expecting to see its adoption accelerate in 2018, becoming the ‘accepted’ way digital is done. So why will this year be...

Artificial Intelligence, the Employee Journey, and the Millennial Dilemma

Today’s employer is facing a 21st Century personnel challenge, one which was almost non-existent for their predecessors. Previous generations held the expectation that an individual would build a professional career within one industry by starting at the bottom of the...

New Partnership Brings Complaint Handling to the Next Level

The firm behind the Customer Experience Awards, Awards International, has joined forces with online complaints platform Resolver  to announce an exciting new partnership which aims to promote effective complaint handling in the UK. Awards International also host the upcoming UK Complaint...

Around the World: Devising an Effective Global Customer Experience

Pleasing the customer is perhaps the most critical aspect to business success; ensuring the service provided satisfies the needs of the customer has a huge impact on both consumer retention and attraction. But now with markets more saturated than ever...

UK Xmas Shoppers Among Fastest Online

UK online shoppers enjoyed the fastest website response times while browsing for Christmas gifts, it has been revealed. Research from digital performance management company Dynatrace found the UK response times for websites to be 5.19 seconds. This put Brits in second place...

The Digitalisation of Healthcare: Why the NHS Needs Proactive Customer Engagement

In today’s digital world, people are expecting more from their Customer Experience. Personalised and efficient service is now the norm, and every industry, from retail to healthcare, has a vested interest in proactively engaging with their customers. We are seeing large...

Measuring the Success of your HR Programs

According to the HR scorecard, there is obvious doubt expressed by most management teams on whether HR plays any role in the success of their companies. Though people are believed to be the greatest valuable resource to many senior executives,...

Habits of Highly Successful People

To reach success, we have to strive for the best we can be in every aspect of our lives, including how we feel about ourselves, and how we treat others. One of the great things about America is that many of...

How to Drive Customer Loyalty in Peak Periods

The face of retail is changing. Retailers are under immense pressure to deliver differentiated products and services, at a time when customer loyalty is dwindling. Mobile technology has created the “promiscuous shopper”, and customers now have the freedom to compare prices...

Banks Face Choice: Personalise or Lose Customers

Today’s customers are expecting more than ever from their favourite brands. With a proliferation of tech-savvy companies tuned into the digital economy, customers can have on-demand access to food, transport, and endless personalised services at the touch of a button....