Author: Carl Lyon

Achieving Success in an Omnichannel Environment

What does omnichannel mean for you, and for your business? If you’re grappling with omnichannel, it’s likely that you’ll be trying to: reduce effort for your customers deliver an excellent customer experience use customer data intuitively and with respect make your organisation more agile and...

The Digital Contradiction

Why are sales of vinyl records on the increase? Many of you will have a box of dusty vinyl records tucked away in your attic. Why? Because you’re emotionally attached to them. You remember how you felt when you bought them....

How Well Do You Know Your Partner?

Relationships can be tricky. Perhaps unsurprisingly, the same relationship dynamics apply for B2B experiences. Successful relationships require that we understand and respond to the needs of our partner. If you already have a partner, they’ll hopefully have a good idea of your...

Employee Authenticity, Engagement and Performance

If you could choose your work colleagues, who would you keep? And who would you lose? “I don’t like John, he never pulls his weight.”  “Me neither. And Sarah, she’s always so distracted – she never finishes anything. “I wish we didn’t have...

Focus on the Needs of Employees As Well As Their Customers

By Carl Lyon, Managing Director of The QoE The QoE was delighted to be asked to judge at the UK Financial Services Experience Awards again this year. Having done so on four previous occasions we see how aligned these particular awards...