Category: Today’s pick

Bruce Temkin wants to create human-centric organisations

Making money and delivering growth are at the core of modern business leadership. Deliver these two things, and the rest will take care of itself. In the late ‘90s things started to slowly change. Organisations became more aware of the...

The reality of customer experience in hospitality

For decades, the hospitality industry has promised guests a seamless, personalised experience, recognising that people choose hotels to relax, not to face additional stress from poor service.But, achieving consistency across thousands of hotels — many with different owners and varying...

Taking flight: navigating the complexities of modern airport customer experience

In the fast-paced world of air travel, customer experience can make all the difference between a stressful journey and a seamless adventure.“We take away the stress… we look after them from curb to wing,” Suzanne Tormey, operations manager at Dublin...

6 reasons why awards programmes deliver ROI

Much like the A-list stars that rocked up to the 97th Academy Awards ceremony this year, we all crave a little recognition.Even if you claim modesty, or demur your moment in the spotlight, you will be over the moon if...

BambooHR training programme combats Gen Z’s phonophobia

Everybody likes to complain about Generation Z in the workforce. They’ve been maligned for everything from being glued to social media, possessing zero work ethic, and flip-flopping between insane ambition and complete apathy in the space of 30 minutes.But with...

Aktif Bank embraces a CX mindset as it expands digital services

In the digital banking sector, where a range of competitive services are a couple of browser clicks away, establishing and growing a customer base requires more than just online functionality.To create a competitive edge, Aktif Bank has spent three years...

From Stansted to New York: Sally Alington builds a CX powerhouse

The year has barely begun and Ethos Farm, the CX consultancy founded by Sally Alington, has already opened an office in Mexico, upgraded its technology offering and closed a major deal in Saudi Arabia. But those who’ve met the ebullient CEO...

Support employee needs in the work-from-home conflict

Employees face confusion over ever-changing work-from-home or return-to-office demands. Offering a practical and balanced approach can save companies from operational chaos and an unhappy workforce, wherever they are located. The work-from-home debate rages onWhen the Mayor of London weighs in on...

Customer experience crisis in banking

Banks are struggling to stand out in a fiercely competitive market where tight margins leave little room for error. Despite significant investment in AI-driven apps and digital tools, many of these innovations have failed to resonate with customers, often making...

Can a 4-day week create a better employee experience?

The world of work is a dynamic environment, where a recent focus on flexibility has turned the topics of employee engagement and attendance into politically charged issues. Implementing a 4-day week doesn’t just affect the business, its workers, and partner...