Blog Squad

Ian McVey

KNOWLEDGE IS POWER SO WHY DO CX PROGRAMMES FAIL?

Ian McVey, UK Director, Qualtrics Customer experience (CX) is all about feedback, so we make it our mission to talk to our customers and understand their outcomes when using our software. Every day we see the unexpected business benefits that spring from customer connectivity.  But we also see why some CX programmes fail. When a […]

CB ERR (002)

Will you be the reason your best people stay?

Staff attrition can be one of the most costly expenses for businesses and many would argue that effective employee engagement is one way to avoid losing your best people. Do you, as a manager, know what makes your staff members tick and are there ways to ensure you keep your best talent within the business? […]

Marije Gould (002)

Preventing the ‘January Blues’ in your workforce

By Marije Gould, VP of Marketing EMEA, at Verint Systems January can be a tricky period for employers. While many people return from some time off over the Christmas holidays having had a chance to recharge their batteries, others may take the time to consider what they enjoy or dislike about their current jobs. Throw […]

Gavin Russell (002)

Best practices for making cyber security work

By Gavin Russell, CEO, Wavex Technology For many organisations their approach to cyber security is very much a reactive one — they’ve experienced a breach or attack, or an organisation in the same market space has been a victim, and up until then their attitude has been ‘it hasn’t happened to us’. However, with the […]

Epiq Systems, London portraits 5th September 2012

Are you GDPR ready? Three easy steps for a pro-active approach

Martin Bonney, Director International Consulting Services, Epiq Systems   The General Data Protection Regulation (“GDPR”) applies from 25 May 2018, and introduces a new set of rules relating to the collection, storage and processing of personal data. Companies should prepare for the Regulation in order to remain compliant and avoid financial pitfalls. The General Data […]

Marcus

How peer-to-peer gamification can democratise employee engagement

By Marcus Thornley, CEO of Play Consulting  Gamification in the workplace is fast gaining traction. The gamification industry itself is estimated to be worth $2.8 billion and there’s a clear business case for the workplace, as organisations look to boost employee engagement to improve business success. The introduction of gamification as a way to motivate the […]

MarkHilary

Poor CX Costs Companies Billions In Lost Sales

According to Forrester Research, 72% of executives now say that improving the customer experience (CX) is their number one priority. Yes, it’s become so important now that it beats cost reduction and growing revenues, although it could be argued that improving the CX usually has a positive effect on both these other targets. But as […]

elliott-silk-002

The 2017 Employer Outlook

Elliott Silk, head of employee benefits at Sanlam financial services group gives his outlook for employers for 2017: Article 50: “The expected triggering of Article 50 late in Q1 will cause instability in the markets. There will likely be an impact on businesses who rely on imports and exports, which could lead to them reviewing […]

MarkHilary

Why Don’t Retailers Understand The In-Store CX?

A recent feature in Forbes talks about ways in which retailers can change the in-store customer experience (CX) – accepting that customer expectations about service have changed. I felt this personally last night when I was caught out in the rain with no umbrella. I got soaked and so, as soon as I could, I […]

dermody-janine-2-002

The ‘Stormy Waters’ of Customer Engagement

I have been researching the psychology of customer and consumer behaviour for years. Yet, partnering with customer engagement specialists Affinion on their latest project, I did not appreciate the challenges I would encounter in mapping the customer engagement journey.  Affinion was keen to explore the psychological journey that consumers go on when building relationships with […]