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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...

Virgin Money: Motivated to Do the Right Things

Within our interview series, we had a chance to talk to Lorraine Millard, National Lounge Manager for Virgin Money, about winning two awards at the recently held UK Financial Services Experience Awards and the importance of team motivation and recognition. CXM:...

Top Travel Websites Failing to Cater for Disabled Customers

Services are increasingly moving online, and consequently, the usability of websites is becoming much more important. Gone are the days when a cluttered layout, intrusive pop up ads and garish colour contrasts made up an acceptable user experience (UX). Yet,...

Pedestrian Initiative That Is Saving Lives In UAE

Everyone is a walker, but no cars stop for walkers to cross. In 2013, pedestrian fatalities in the UAE and in the GCC accounted for almost one-third of roadway-related deaths. In Dubai, fatal traffic accidents that involved pedestrians were the second...