Employee engagement and happier customers: Is it as simple as saying ‘Well...
In mid-August, Globoforce released the results of its first UK Workforce Mood Tracker survey, which aims to provide an insight into the mood of the UK workforce, including their attitudes and...
View ArticleUsing your talent management programmes to build a customer focused culture
This is a guest post. Many businesses aspire to create a customer focused culture, but struggle to do so. Your true organisational culture can be hard to define, let alone actively cultivate. Despite...
View ArticleEmployee engagement is a commitment not a campaign – Interview with Stan Phelps
Today’s interview is with Stan Phelps an “experience architect”, author, professor and popular keynote speaker. Hat tip for the idea for this interview goes to James Lawther who recently hosted a guest...
View ArticleEmployee engagement is about human relationships not human resources –...
Today’s interview is with Luis Suarez @elsua, a leading thinker, Knowledge Manager, Community Builder and Social Software Evangelist for IBM. He agreed to talk to me about employee engagement following...
View ArticleWant Happy Customers? Cultivate Happy Employees
In the rush to increase customer satisfaction, many companies forget about their most valuable asset: their employees. While marketing promotions may get customers in the door, a happy employee keeps...
View ArticleIs gossip holding back your employee engagement efforts?
A few days ago, I saw an article on a new global employee engagement study which had just been released by ORC International. The study which surveyed more than 7,000 employees across 20 countries...
View ArticleHow organizations and leaders could be undermining their own employee...
According to Deloitte’s 2015 research into Global Human Capital Trends, the top priority for business leaders around the world right now is culture and engagement. They go on to say that ‘organisations...
View ArticleIs it time to stop talking about employee engagement?
Today’s podcast interview is a little different as it is an interview that I did earlier this year with the folks over at Engage For Success. My interviewer is Jo Moffat and over the course of our...
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Why CMOs should invest in their customer service teams
At the end of Feb 2022, Accenture released a new research report called: End-to-Endless Customer Service. The research surveyed 2,030 service leaders, 13,327 B2C customers and […] The post Why CMOs...
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Busting some CCaaS and CX technology myths – Interview with Vasili Triant of...
Today’s interview is with Vasili Triant, Chief Operating Officer of UJET, the world’s first and only cloud contact center platform for smartphone era CX. Vasili joins […] The post Busting some CCaaS...
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Unlocking a consistent path to purchase in the wake of SCA
This is a guest post from Ed Whitehead, the Managing Director EMEA for Signifyd. A path to purchase is the journey that a customer will make […] The post Unlocking a consistent path to purchase in the...
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Having gone through 10 years of transformation in the past two years, how do...
Today’s interview is with Don Schuerman, the CTO and Vice President of Product Marketing at Pega. Don joins me today to talk about resiliency, focus, reducing […] The post Having gone through 10 years...
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Self-Scheduling: The answer to agent stress in modern, omnichannel contact...
This is a guest post from Magnus Geverts is VP, Product Marketing at Calabrio. I have been in the Workforce Management (WFM) business for over 20 […] The post Self-Scheduling: The answer to agent...
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To be good at customer experience has to begin with an experiential triage –...
Today’s interview is with Nick Webb, a world-renowned Strategist, Bestselling Author, and Futurist. Nick joins me today to talk about his new book, What Customers Hate, […] The post To be good at...
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The biggest digital transformation trends in 2022 and beyond
This is a guest post by Natasha Bougourd, a Senior Copywriter at Mediaworks. In the early months of the pandemic, businesses accelerated their adoption of digital […] The post The biggest digital...
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Why you shouldn’t always build for the ‘happy path’ – Interview with Sam...
Today’s interview is with Samantha (Sam) Richardson, a principal visioneering consultant for Twilio Foundry. Sam joins me today to talk about why many people don’t think […] The post Why you shouldn’t...
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Discovering customer experience in the banking industry
This is a guest post from Satish Krishnamurthy, Global Practice Head – BFSI at Tech Mahindra. Imagine the seamlessness of ordering on Amazon or hailing a […] The post Discovering customer experience...
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Little personal touches can make all the difference – Interview with Jawad...
Today’s interview is with Jawad Malik, the founder of Chicago-based Idrese, a direct to consumer (D2C) brand that provides affordable and luxury custom-made shoes made in […] The post Little personal...
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New research finds that customer service agents are abusing customers
At the end of March, Olga Khazan writing in The Atlantic published an article that asked “Why People Are Acting So Weird.” The article describes how, […] The post New research finds that customer...
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Leveraging branded virtual assistants to drive personalisation and innovation...
Today’s interview is with Eric Turkington, Vice President of Growth at RAIN, a pioneer in voice & conversational AI, that is helping people, brands and businesses […] The post Leveraging branded...
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