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Boost Your Customer Engagement with Faster Response Time and Shorter Decision Cycles

Engaging with customers in an efficient and speedy manner has increasingly become key for operations and customer satisfaction in every organisation. This is especially true for consumer-oriented industries such as financial services, insurances, retail, telecommunications, tourism and utility suppliers, where...

Whoever Said Surveys Are Dead Is Dead Wrong

It’s time to take a survey. Ready? Here it goes… Do you, as a marketer, believe that surveys are dead? That in the world of social media, chat, and even text messaging, those pesky surveys are just a thing of...

How to Deliver Control and Fairness to Customers in Collections

Treating customers fairly is not only a central tenant of the Financial Conduct Authority’s (FCA) regulations, but it’s good practice to treat others as you would like to be treated yourself. Today’s consumers are more demanding and better protected than...

What Happens in 60 Seconds Online?

E-commerce continues to grow at a phenomenal rate and if you are wondering how long it takes to rack up just under $4 million of internet sales around the globe, the answer is just sixty seconds. Every minute that passes sees...

Four Seasons Health Care Wins Big with Its Quality of Life Programme

Four Seasons Health Care has been named winner of Overall Best Customer Experience in this year’s UK Customer Experience Awards 2016. The company was chosen by the judges ahead of more than 750 companies across all sectors of industry for...

Hold the Line, Stay Focused and Don’t Listen Too Much to Technology “Sirens”

Within the CXM Interview series, we had a chance to talk to Mr. Vincent Delaroche, the founder of the first Euronext-listed tech firm, CAST, about software industry, technology trends and business transformation. He shared some useful tips for start-ups and...

The Science of Content: New Research from TFM and BuzzSumo

New content research from Technology for Marketing and BuzzSumo analyses the DNA of top performing content in different markets. Banks filming SnapChat videos. Pharmaceutical brands with Pinterest pages. The problem with following the latest trends is that what works in other...

7 Tips for Keeping the Team Motivated

It can be tough sometimes to get motivated again after a break. Which of course can have an impact on your customers’ experience and ultimately your entire business. So here are 7 tips to help focus on getting your team...

How Not to Make a Sale

When asked to describe the typical salesperson, people generally wouldn’t paint an especially complimentary picture. They may think of Del Boy from the classic TV series Only Fools and Horses, a fast-talking shyster always looking for the next victim to...

Tips for Engaging Customers Online – What I Learned from Judging at the CX Awards

I first met Don Hales – Chairman of Awards International – some ten years ago when I first judged a category with him at the European Contact Centres awards. Ever since I have been a fan of industry award schemes,...