Archives

Endorse, Like and Retweet – the State of Social Media in the UK

Grasping on how the use of social media looks like throughout the world is vital for businesses that want to build an online presence. We Are Social’s ‘Digital, Social and Mobile 2015 Report’ analyzed more than 240 countries worldwide. In...

CXM Interview: Customer Experience Driving Business Strategy

CXM editor-in-chief Marija Pavlović talks to Iain Shorthose – customer experience director of international support services and construction group Interserve – about how customer experience is driving his company’s future strategy. CXM: Hello Iain, can you please by explaining to our...

CXM Interview: How to Prepare for the Market Shockwave

Within our interview series, we had a pleasure of talking to Shane Cragun, co-author of Reinvention: Accelerating Results in the Age of Disruption with Kate Sweetman. We discussed market trends and challenges of keeping track with the disruptive practices. Thank you...

Work-life Balance: Is Your Business Getting It Right?

Keeping their people happy should be the top of a company’s priorities, for very solid and measurable reasons. The workplace and culture of the past is not something which will allow businesses today to thrive. Millennials have had a huge...

How to Integrate SMS into Your Customer Service

It’s the summer time, so thousands of people are preparing to embark on their holidays. From the travel industry’s perspective, this is the peak time for managing customer enquiries and therefore the emphasis on delivering appropriate and timely service is...

Seven Tips for Beating Banner Blindness in Digital Banking

Bank customers are less and less likely to visit bank branches for simple transactions – they now prefer to conduct daily banking activities online. This means digital marketing is now more important than ever but the use of traditional advertisements...

Infographic: What Positive and Negative Morale Can Do to a Company

Identify any hugely successful company and, after doing a spot of research, you’ll most likely find that it’s a workplace where employees are highly valued and genuinely love their jobs. While some leaders and managers will still prefer an autocratic...

Five Social Customer Service Trends You Need to Know about

We recently lined up 18 statistics which took the social customer care temperature as we stepped into the second half of the year. To give you a better understanding of some of the key developments underpinning these numbers, we’ve taken...

Work Perks that Will Help You Attract and Retain Employees (Infographic)

Why do your employees stay at your company? Is it because they’re gaining skills that will help them at their next job, or is it because there’s a sure path to promotion that helps them attain solid career growth? In fact,...

Colin Shaw’s Summer Reading List for Customer Experience Professionals

The only thing more important than improving your Customer Experience for your organization is reading about how to improve your Customer Experience for your organization. The good news is there is no shortage of great resources available. Unfortunately, that’s also...