Blog Squad

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 […]


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 […]


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 […]


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 […]


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 […]


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 […]


How Many Marketing Directors Will Be Fired in 2017?

Forrester Research recently released a report highlighting 15 business dynamics that will change how companies operate in 2017 – what they are calling the “age of the customer.” You can click here to read the Forrester research, but I want to highlight one dynamic they mention in particular. It’s going to be a tough time […]


2017 customer experience predictions

2016 is almost over and businesses are now focusing on their new year customer experience strategies. Rant & Rave Founder, Nigel Shanahan, shares his thoughts on the year ahead… The moments that matter When customers have an experience with a brand, whether it’s good or bad, they’ll talk about it – but will they talk […]

Ian McVey

Introducing the Gig Nation

Ian McVey, UK Director, Qualtrics Earlier this month, Engage Business Media and Qualtrics joined forces to survey 3000 customers across Europe. Our objective was to achieve a better understanding of shifting consumer attitudes and the rapidly changing European CX environment. CX professionals’ task is to represent the voice of the customer at the highest levels […]


Cognitive technology will drive a customer experience revolution

Debbie Nolan, Business Development Director of CRM Solutions, UK & Ireland, Arvato When digitally-savvy consumers contact a brand for customer service, they expect a consistent, seamless customer journey across a broad range of contact channels, and to have their queries resolved in a fast, personalised way. Research suggests that many businesses are struggling to keep […]