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6 Steps to Success with Employee Engagement Surveys, Part 1

by Richard Lambert, Morale Solutions Ltd for Customer Experience Magazine Employee engagement continues to be impossible to pin down. There is no single definition yet, but it doesn’t matter. We all know what we as individuals think it is. We embrace...

Have you Seen the LeSEE?

The Chinese media company LeEco, a partner of Faraday Future, challenged a Tesla Model S with an electric sedan of their own, called LeSEE. Unveiled in Beijing, LeSEE can develop a top speed of 130 miles per hour and has an...

10+ Digital Customer Experience Insights from Industry Leaders

For many what I’ve described may be called an omni-channel strategy – I just call it “how to run a modern business that will still be around in 5 years” Martin Dowson, Customer Led Design, ROYAL BANK OF SCOTLAND Question 1: 1. How...

5 Apps for Your Ultimate Driving Customer Experience

Republished from Mashable Looking for the best route to your destination? Gas prices are cheap, but are you still hunting for a bargain? Or did you buy an electric car recently and want an easier way to find a place to...

CXM Interview: An Award-winning Practice Is a Mix of Constructive Feedback and Hard Work

After winning Silver at the UK Customer Experience Awards 2015 in the Hospitality/Leisure/Charity category, B2B International certainly have a few useful tips to share about what makes an award winning practice. CXM Editor, Marija Pavlovic, interviewed their Chairman, Nick Hague,...

Gulf Region Series: Episode 2 – Experience Transformation Road-map: Where to Start?

In the first article within our Gulf Region Series, Mr. Elbadawy started covering topics related to experience transformation within the context of the GCC area with its challenges and complications. Here’s the second article of the series, with more useful...

The Customer Evolution: the Nature of Business-Consumer Relationship Today

In a recent study, Britons made 52 million complaints about poor service and faulty products last year. According to the Ombudsman Services Consumer Action Monitor Report, the number of complaints in the UK has risen 37 per cent since the...

And what if a Customer Told You that Your Product is Fake?

Customers at Risk – the Creeping and Insidious Impact of Counterfeit Products Counterfeit goods, piracy, knock-off. Whatever term we want to use, Intellectual Property violations are growing and with every fake, unregulated product that reaches the market, the risk of harm...

Digital Customer Experience Misses the Human Touch

Dimension Data research shows advances in customer experiences are being slowed by people While digital technology is fast transforming the global contact centre industry, advances in customer experiences are being slowed by people, and not the technology itself. In fact, the...

Play to Engage: Café Style – EPIC Methodology

“The opposite to play is not work, it’s depression” Dr. Stuart Brown No play: no trust, collaboration, no creativity, no innovation! To be creative in workplaces requires that leaders create a culture of ‘play.’ The challenge is that in many workplaces...