Author: Jonathan Sharp

Finding the balance with hybrid working

Businesses are still struggling to find the equilibrium with remote and hybrid working; ensuring that productivity and efficiency levels are high. Even though we have all been remote working at home for the past couple of years it is still new territory to navigate.  The shift...

Creating a new CX strategy: Time to reset

The global pandemic of COVID-19 has forced businesses to change the way they work and operate with employees working from home and unintended consequences that have occurred with supply chains, customers and employees. This requires them to take brave steps...

In Full Force: Time to Thrive, not Survive

As lockdown starts to ease after months of the world being turned upside down and everything coming to a halt, life will slowly start again. Children are being phased back to school, and shops and businesses are starting to open...

Automation To The Rescue: Optimise Your CX and Remote Workforce

The COVID-19 pandemic has demonstrated that many companies had not implemented an adequate business continuity strategy, resulting in a frantic rush to roll out technology that enables staff to work from home. However, business continuity planning spans much wider than...

Remote Control: Keeping Your Employees Safe With Remote Working

Companies around the world are telling employees to work from home to protect themselves from catching coronavirus and to stop it spreading. Business continuity is not the only reason for employees to work from home – remote working increases productivity, results...

Top Tips for Managing Your Digital Communications

Technology is constantly delivering new methods of communication to the workplace in abundance. There are so many different communication channels available, we often question which one is best to use and what for.  Sometimes, issues occur when we don’t question,...

Tips on Rediscovering the Power of Voice in Communication

Today we are swamped with a plethora of digital tools to communicate with one another, from Whatsapp, texting, Facebook, Instagram, to email, and much more.  We are led to believe that these technologies make communications easier but at the same...

Accelerating Revenue With Digital Transformation

The future is upon us, with companies digitalising their contact centres with disruptive technologies, such as Artificial Intelligence (AI) and Robotic Processing Automation (RPA), that are improving the Customer Experience beyond recognition. In the age of Brexit and political and...

Black Friday/Cyber Monday: The True Test of Customer Experience

The Black Friday and Cyber Monday offers are no longer restricted to two days only; retailers capitalise on the opportunity a week or even two weeks before tempting consumers with bargains. In 2017, £1.4billion was spent on online sales in the UK on Black Friday which...

Up Close and Personal: Customers Increasingly Demanding Personalised Service

Customer expectations are ever-rising, competition is fierce, and retailers’ number one priority at present is improving Customer Experience. A study by Walker revealed that by 2020, Customer Experience will have overtaken both product and price as the key brand differentiator. Customers...