Author: Ellie Thornton

Improve quality assurance by creating a deeper human understanding

Quality assurance (QA), in its simplest terms, means checking that a product or service is completely up to scratch. So, when MVF set out to better its QA, its aims were high to create genuine value and assure that what its...

Contact centres at a crossroads: interview with Sat Sanghera

The contact centre has been the bedrock of customer experience strategy (and source of customer frustration) for the last 35 years. But will the advent of AI change all of that? What is the evolution of the contact centre now set...

How can brands adapt to changing customer behaviours engrained during times of crisis?

The cost of living crisis truly set us all back in terms of financial freedom. I love to treat myself to shopping trips; daytime dates; evening meals with my partner and friends; going to see live music; and travelling. I...

The evolution of technology through a businesswoman’s lens: Interview with Medallia’s Simonetta Turek

In honour of Women’s History Month, and our campaign to raise the volume on women’s voices in business, Customer Experience Magazine is honoured to host an interview with Simonetta Turek. She is the Chief Product Officer at Medallia, and has...

How to take care of your employees: having a proactive, sensitive approach to mental health in the workplace

Approximately 1 in 4 people in the UK will experience a mental health problem each year. 1 in 6 report a common, recurring mental health problem each week. Around 3 in 100 people in England are diagnosed with depression every...

People are your business: the new age of employee experience

In June 2023, I attended Qualtrics’ X4 event in London. It was an exciting day of product demos, panel discussions, keynote speeches, and even ended on an entertainment slot by Irish comedian Dara O’Briain! In amongst the busy day, I interviewed...

TikTok made me buy it: the power of consumer community and important CX lessons

The phenomenon of social media and the unwavering influence it has on society is always a fascinating study. There are always new trends for people to jump on and have a go at. TikTok dances, Twitter (sorry, we mean X…...

CX in mental healthcare: applying your expertise to better the patient experience

Luckily, in recent years, we have seen more and more people talking about their mental health more openly than ever before. It seems that the taboo has lifted.  But now that people are addressing their mental health issues and reaching out...

The lessons, cost, exploitation, and sustainability of fast fashion

In 2023, it’s tricky to avoid fast fashion brands. And that’s either because you’re a customer of theirs, or you have seen their influx of advertising on TV and social media. Common household names of fast fashion retailers currently include Pretty...

Using emotional engineering to keep your customer invested long-term

Emotional engineering is a fairly simplistic concept, but can have fantastic long-lasting impact. If you want your business functions, design and customer engagement to stand out, you’re in the right starting place to make that happen. Emotional engineering is an...