Blog Squad

Keith Schorah

Employee Engagement for B2B Organisations

Keith Schorah, founder and CEO of customer intelligence organisation Maru/Syngro, shares his top tips on how B2B organisations can engage employees in the Customer Experience strategy. B2B organisations can be complex with many different departments executing different roles with different communication lines with customers. It is not uncommon then that everyone on the front-line work to please […]

Peter Dorrington

The Role of Emotions in Customer and Employee Experience

  In a world where many products and services are now seen as commodities, many organisations are struggling to find and retain customers. So, when your product starts to look like the others, what’s left is the relationship. As standard services and functionalities become similar, you must foster the emotions about and within your company. […]


Culture Transformation Journey: Step by step, day by day

By Dace Kalnina They say that it is the journey that matters more than the destination. Together with Isabelle Krauss I have had the opportunity to witness a wonderful yet not easy culture transformation journey in the Directorate –General of Informatics at the European Commission*. With the reduction of resources and an increasing pressure on […]

Nicola Millard 440x440

Botman vs. SuperAgent: Dawn of a new contact centre?

By Dr Nicola J. Millard, BT Global Services Local cinemas have been packed to the rafters with superhero movies lately. Whether it’s Batman, Superman, or Wonder Woman, they pop their underpants on over their trousers and battle the big and the bad (often a rogue robot, or an intergalactic weapon of some kind). But can […]

Kevin Ainley-Walker

Effective feedback in a remote team

Effective communication in a growing team is tough before you even factor in remote workers. So, when working on a collaborative project with individuals located on different sites, interaction levels can be significantly lower, which in turn can negatively impact engagement and work rate. Some of the key merits of effective feedback include: Give employees […]

Rebecca Yates

You can be a Smart Energy Employer

This is your opportunity to be part of Britain’s energy transformation. By supporting your staff to get smart meters, you will be supporting Britain’s energy transformation, and your colleagues to make the most of this new technology. Becoming a Smart Energy Employer is easy, free and will mean huge benefits for your employees. Benefits to […]

Jia Li and Fei-Fei Li

Cloud AutoML: Making AI accessible to every business

By Jia Li, Head of R&D, Cloud AI, and Fei-Fei Li, Chief Scientist, Cloud AI When we both joined Google Cloud just over a year ago, we embarked on a mission to democratize AI. Our goal was to lower the barrier of entry and make AI available to the largest possible community of developers, researchers […]


Great Expectations – Are service expectations really rising?

In an age of instant online gratification and rapidly changing technology, do people now expect more than ever? Expectations matter: they are often more important than experience itself in how we judge companies. According to our latest Ipsos MORI data, even a positive experience can damage brand favourability if it does not live up to […]