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Why Customers are the Beating Heart of Businesses

There’s a good reason why the old adage ‘change is good’ still rings true. It keeps us on our toes, enables us to re-invent ourselves, and keeps us competitive. In the corporate world, many suggest that the only real constant...

Three Strategic Wins Gained by Working with Mail Experts

In today’s always-on, digitally connected world it can be easy to overlook the role played by physical mail in business. The convenience and immediacy of email and instant messaging drives massive usage growth across these channels, but the fact remains...

Employee Engagement is the Key to Strong Customer Experience

I’m thrilled to be a judge at the 2017 UK Customer Experience (CX) Awards, and I’m looking forward to seeing for myself the accomplishments of these finalists, who are leaders in the field of CX. The finalists will be making a...

Ten Tech News Stories You Should Know

Here are the latest tech news stories from the UK and around the world.   1. Microsoft has just announced a new store on London’s Regent Street. There is no specific information on which building their store will occupy or when it...

If You Want to Deliver Great Experiences, Start With Your Org Design

In today’s information age, a great user experience and digital transformation are becoming critical to an organisation’s success and ability to remain competitive.  In a recent study by IDC, “84 percent of respondents are already digitally transforming or planning to digitally...

UK Business Awards Finalists Announced

The finalists for the 2017 UK Business Awards have been announced, with a shortlist of hopefuls representing the very best firms in the country. Known as ‘The Dons’, the awards are among the hottest contested industry prizes in the UK, with...

Retailers in the Dark about Late-Night Shoppers

Night-owl UK consumers are indulging in evening shopping more than ever before, with 26 percent making their online purchases after 8.30pm. Perhaps driven by the pressures of hectic schedules and long working hours, more and more people are shopping online...

The Countdown Begins for the CX Awards 2017

The champagne is on ice and all eyes are on London’s iconic Wembley Stadium for the UK Customer Experience Awards 2017. The ceremony on September 28 will bring together the cream of the UK’s customer service talent for a celebration of...

Ten Tech News Stories You Should Know

Here are the latest tech news stories from the UK and around the world…    1. Google decides to buy HTC’s Pixel division for $1.1 billion. One-fifth of the Taiwanese firm’s total workforce will work under Google.   2. The X Factor: How...

Win at Complaint Handling with Upcoming Conference

Customer complaints are a fact of life for any business, but how they are handled can be the difference between losing a customer for good, or winning them round and reinvigorating their loyalty. The skill of complaint handling has moved to...