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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,...

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...