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Meet the Industry’s Finest: the Winners of the UK Customer Experience Awards 2016

The biggest CX awards event in the UK was held on Friday, 23rd September at the Park Plaza Hotel in London, gathering an incredible number of 800 CX professionals and celebrating the best initiatives in the industry. Overlooking the Westminster Bridge...

53% of UK Pokémon Go Gamers Play at Work

Qualtrics, one of the world’s largest specialists in employee engagement, surveyed 500 British Pokémon Go players. The game appeals across the board, regardless of age, gender or educational level. The majority (58%) had played Pokémon in the past, but for...

Confessions from a Conference Call

Conference call provider Powwownow recently conducted a survey to find out what the UK actually get up to when on a conference call. The results are indeed interesting. 12% of respondents have used the toilet whilst on a conference call. Over...

Complaint Handling Drives Brand Loyalty

Many companies are terrified of customer complaints. What they don’t understand is that complaints are actually a blessing in disguise. Not only does your company have the chance to fix a problem, it is also a great opportunity to build...

5 Tips for Retailers to Make Best Use of Mobile Wallets

Mobile wallets are fast becoming the preferred method of payment, especially among millennials. This is great news for retailers since they allow for the consolidation of all the things that we use on a daily basis – our cash, cards,...

Earning Authority as a Customer Experience Professional

During my career as a Customer Experience Professional, my opinions, points of views and suggestions have been rebuffed on many an occasion. I have been accused of being lots of things over those years – from being ‘emotionally immature’, to...

The Rewards of Treating Your Agents like Athletes

by Dana Averbouch, NICE Regardless of whether they returned home with a medal or not, every athlete that participated in the Olympic games demonstrated what is possible when people perform at the limit of their ability. Clearly, these athletes have talent...

Internet Trends: Five Steps to Going Digital

What Does Digital Customer Service Mean to You? These days we live in an ‘always on’ society and business is being carried out all the time, day and night, every day of the week and in every time zone of...

8 Ways to Increase Employee Engagement

Engaged employees work with passion and feel a profound connection to their company’s mission and goals. They drive innovation and strive to move the organization as a whole forward. In fact, companies with high levels of employee engagement are 21% more productive and...

Employing Disabled People – Look for the Ability, Not at the Disability

There are over 7 million disabled people of working age in the UK but there is a large gap between their employment prospects and those who are non-disabled. When there is a skills shortage in the hotel and catering industry...