Author: CXM Editorial

KISS your website

Companies are losing one in five customers online by overcomplicating their websites Ok, so it’s not “kiss” as in the lip smacker display of affection… It’s KISS as in “Keep It Simple Silly”… Our research*, which benchmarked 166 companies in the...

Top ten qualities of a winning Employee Experience story

So you have implemented a people strategy or initiative that has improved your employee experience and you think you deserve recognition for all the hard work and the results you have achieved. It may well be that your project is...

Improving the Employee Experience in the Call Centre

There are a number of ways you can improve your employees’ experience in the short term. Competitions, prizes and treats are a quick way to increase happiness and productivity – but what about in the long run? Stefan Captijn, Solution...

Sometimes, you just need to talk…

In the customer service industry, mechanised answering calls (also known as interactive voice responses, or IVRs) are ubiquitous. For many companies who have to deal with numerous customer calls each day, they seem ideal: they cut costs, direct incoming calls...

Get Tw’rking – Maybe more business should get Tw’rking

Now don’t worry I am not suggesting that you down tools and ask your colleagues to start sticking their bums out with a little shake – although that may improve colleague engagement. What I am talking about is ‘Teleworking’! Giving...

Making the leap from employee surveys to strategic employee engagement

The concept of measuring the relationship between employees’ attitudes to work and overall business success is not new. A quick search of the web will show that there are examples of industrial leaders measuring (albeit crudely) the impact of employee...

Focus on the Employee Experience to Get a Better Customer Experience—and a Better Bottom Line. Here’s how….

If you are responsible for leading a customer experience effort at your brand, you may have already felt how daunting those first steps are. Everyone wants a clear line of sight to a successful finish—a measurably better customer experience. However,...

You and yours on social media

Image courtesy of Flickr, Jason Howie A rich and reactive arena, social media has become a ubiquitous presence in recent years, encompassing in its various guises our personal, professional, and digital lives. For businesses, it may seem like an impossible gift:...

A New Digital Age and Creating Value for Customers

Elliot Howard of financial IT leader Sopra Banking Software explains why we need to develop a culture of ‘customer curiosity’ In 1979, innovator Michael Aldrich coined the term ‘online shopping’ – and we’ve been busy buying products and services in cyberspace...

The seven routes to make call routing a success

There is not just one correct routing strategy, and even within a specific company there may be several different routing strategies that can be harmonised to provide the best experience for customers. Call routing can make or break your business....