Transforming my opinion

Neil Skehel, Managing Director of Awards International, talks about his visit to the IQPC Customer Experience Transformation Summit, and how the session taught him a few things and forced him to shave off his g...

Twitter fiasco

Ryanair bosss Michael O’Leary has been in the hot seat this month when a live twitter session backfired. The session started late and with O’Leary making an inappropriate response to one of his first questione...

Employee Engagement

Supercharging your Customer Experience... Strong financial results, the ultimate goal in business, are strongly connected to the degree of loyalty among a company's customer base. A large number of companies have therefore focussed strongly on their net promo...

Burberry to Apple

Burberry boss Angela Ahrendts is swapping her mac for a different sort of mac as she heads off to join technology firm Apple. After nearly 10 years as chief executive with Burberry she will become senior vice ...

Firstsource sing-a-long

The Firstsource Solutions choir finds its voice during lunchtime rehearsals at the company’s Cardiff call centre Contact centre staff at Firstsource Solutions in Cardiff has introduced singing classes to inspire and motivate staff. It’s not a traditional cho...
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Customer loyalty or a marriage of convenience?

Customer loyalty. The end game in delivering a great customer experience. Companies strive for it and it’s often the discussion at many boardroom meetings mentioned in the same breath as profit, sales and shareholder value. But there’s an issue of incongruence...