Blog Squad

Mali Cohen Denzinger

A.I. & eCommerce: Will Machines Soon Be Doing the Executive’s Job?

Author: Mali Cohen Denzinger, Personali Artificial Intelligence (AI) is already transforming many industries from the inside out. Retail ecommerce is no different. And, the implications for the technology in the future are just as revolutionary. As an ecommerce executive, striving to differentiate your business by creating highly curated online shopping experiences is a must. Especially, […]

Keith Schorah

Do your employees really know the organisations customers?

Keith Schorah, founder and CEO of customer intelligence platform Maru/Syngro, has 5 tips to aid in employee and customer interaction. Customer churn occurs when a customer stops doing business or ceases his or her relationship with a company. Simply put, a business’s churn rate is its average customer lifespan: all organisations experience customer churn. Less […]

40324180 - employee training a group to lead and learn a team of workers learning from a leader sharing a common strategy and vision for developing work skills for success as gears and cogs shaped as a human head on a white background.

Rethinking L&D as a tool for engagement

Most organisations would nowadays agree this is no more ‘job for life’, yet when it comes to HR the way things are done (recruitment, performance management) doesn’t match this new reality. I won’t explore all aspects of HR but am choosing for the sake of illustration and brevity the example of L&D. According to Forbes, […]

Shelly Chandler

Looking for a CX Careers Guide?

Shelly Chandler, Vice President, Customer Experience Consulting – Americas at Confirmit, and a 2017 CXPA Impact Award winner, shares her thoughts on how to make a career in CX.   As a member of the global Customer Experience (CX) community, I’m glad to say that CX has gained remarkable recognition as a discipline in its own right. […]

Jon lester - IBM (002)

How Cognitive Computing is Transforming Talent Management

By Jon Lester – HR Cloud Strategy Lead, IBM Global HR The world of business is undergoing change and disruption like never before. Major shifts that are driving this include increased employee expectations, increased needs of employers from their employees, new technologies that have dramatically transformed the way we live and work, and new business […]

Cathy-Brown

Evolution of Work Conference Chair’s Report: Word of the day = humanity

How technology is helping revolutionise the way we work: that was our starting point at Friday’s Evolution of Work Conference. Exploring the myriad ways that AI, robotics, nano tech, bio tech and all the other scary sci fi concepts have become real and present, and are transforming our societies and economies. It was enlightening and […]

Carolyn Blunt1

Redefining Customer Centricity

Historically most businesses consider that if their product or service saves customers time, money or effort then then are on the right track for success. While this may have some truth to it, research shows that it’s not that simplistic. In a recent Harvard Business Review article it was suggested that what customer’s value may […]

Adrian-Swinscoe-Consultant-300x300 For site

The Customer Engagement Transformation Conference – View From Hall 2

On Thursday 6th July I had the pleasure of chairing proceedings in Hall 2 of the Customer Engagement Transformation Conference that took place at the Victoria Park Plaza hotel in London. The theme of the day was to ‘help delegates in their quest to transform the way they interact with customers in order to reap […]

Martin Hill-Wilson 440x440

What Happened At Customer Engagement Transformation 2017?

For those familiar with my after event debriefs, I’m happy to report it was another cracking day, courtesy of the Engage Customer team who assembled a great line up of speakers and a crowd of inquisitive and vocal delegates who were clearly eager to learn. Both Adrian Swinscoe and I chaired the event. This is […]