thought-2123970_960_7201.jpg

4min422

Voice of the Customer experts Confirmit, headline sponsor of the 2017 UK Customer Experience Awards, is now giving a voice to students in schools across the globe.

Independent schools group Cognita has implemented a dedicated Voice of the Student (VoS) programme across its 69 schools using the Confirmit Horizons platform.

Cognita is responsible for the care and education of over 35,000 students worldwide and is using the VoS programme to focus on student wellbeing. The programme has now been implemented across all Cognita schools in Europe, Latin America and South-East Asia.

Using Confirmit Horizons to run the programme, Cognita is able to gather detailed feedback about how safe and secure students feel in each environment. Confirmit Active Dashboards is then used to share insight with head teachers, safeguarding advisors and education directors, all of whom can access data on demand, whenever they need to and wherever they are located.

Stephan Hogenbirk, Customer Experience Programme Manager at Cognita, explained:

We want to be confident that all our students feel safe in school and, most importantly, that they know who to talk to if they have worries. The feedback we gather has allowed us to improve our curriculum and programmes to focus even more on student wellbeing, as well as enabling individual schools to more clearly identify and address the needs of the different age groups we cater for.”

Cognita has already proven the value of feedback in the education sector, having established programmes for the Voice of the Employee (VoE), capturing feedback from school directors, teachers and support staff, and Voice of the Parent (VoP), a tailored customer experience programme that uses parental feedback to drive consistency and improvement around the world.

The VoS programme gathers feedback from students in eight countries and supports four languages, which means the platform Cognita selected had to be capable of supporting multi-lingual, multi-region surveys. Confirmit Horizons allows Cognita to capture information from all students and then deliver data in a consistent format and common language for reporting and action.

The Horizons platform also delivers real-time alerting, allowing Cognita to act directly on alerts triggered from the survey and engage in conversation with the individual student if necessary.

Tim Hannington, EVP at Confirmit, added:

Cognita is a shining example of a forward-thinking organisation that understands the value of feedback and the impact it can have for improvement across the board. Giving students a voice in the same way that customers have a voice in other sectors is a real innovation, and has already proven its value for Cognita through metrics such as enjoyment of school and better teacher-student engagement. We look forward to continuing our work with Cognita across all their feedback programmes and demonstrating how successful organisations can be when they listen to the combination of voices that drive them.”


pexels-photo-933964.jpg

2min336

A new survey of senior HR professionals  has revealed a number of concerns they are facing, relating to business productivity and employee engagement.

The survey by MintCentral, an employee engagement app provider, showed that an ageing UK workforce and increasing numbers of millennials entering the workplace are seen as the biggest threat to workplace productivity in the next five years, while employee apathy and remote working were cited as the main factors influencing the effectiveness of internal communication.

When analysing the factors affecting workplace productivity, 63 percent of participants ranked an ageing UK workforce and increasing numbers of millennials as more significant than the impact that Brexit will have (21 percent), or stagnating wages (14 percent). This suggests that organisations have a very real and pressing set of age-related concerns to tackle the evolving workplace age demographic.

When the survey asked about the factors that influence the effectiveness of internal communication, employee apathy and distance were jointly ranked in first place. This is indicative of a geographically disparate UK workforce which is not fully engaged.

A MintCentral spokesperson said:

Seventy-one percent of respondents said that online surveys are the most effective technology used to measure staff engagement. Interestingly, company intranets were ranked as the least effective technology for measuring staff engagement. This questions their continued use when the average UK workforce is increasingly non-desk bound. The inability to engage with employees through their intranet was cited by one respondent as why they ranked it as least effective.
When asked about the alternatives to their current employee engagement technologies 35 percent of respondents said that an internal communications app would help boost productivity and improve staff morale. The ability to measure staff engagement was ranked as the next most desirable feature of alternative staff engagement solutions.”


pexels-photo-415779.jpg

4min353

2017 UK Customer Experience Awards sponsor Confirmit has launched a new solution designed to help stakeholders in B2B organisations understand the health of their account portfolios, and manage revenue risks from the frontline through to executive management.

The solution directly addresses the toughest challenges facing Account Management and Customer Success teams in B2B organisations. These groups typically manage large client portfolios, work to aggressive targets and are inundated with data against a backdrop of competing deadlines. Account Health collates and analyses multiple data sources to guide the decision making process.

According to Forrester in The Forrester Wave: Customer Feedback Management Platforms, Q2 2017: “Confirmit’s strengths lie in surveys, analysis, and guidance, especially for B2B firms.”

Confirmit counts many leading B2B organisations amongst its client base including: Amadeus Hospitality, Hyundai Capital America, LexisNexis and Siemens Building Technologies. The key benefits of Account Health, which is built upon this proven expertise, include:

1. Complete visibility: Confirmit Account Health provides a unique CX “headlines” feed, highlighting the impact of CX on the most important KPIs such as revenue-at-risk. Uniquely, the solution combines feedback from Account Management teams internally with insights from customer feedback.

2. Identify risk: The solution offers unmatched flexibility for calculating the many risk factors related to account health, based on all available customer, employee and business data sources, so stakeholders can make smarter decisions about how to improve account health.

3. Resolve with guidance: By linking to key business metrics for B2B organisations, such as revenue renewal rate, lifetime value, user adoption or engagement, stakeholders are guided to take actions that significantly improve business outcomes.

“Businesses that sell to other businesses have unique needs – the business proposition is typically multi-faceted, the purchasing cycle longer, the customer journey more complex, and many more stakeholders are involved than in the B2C journey,” explains Claire Sporton, Senior Vice President for CX Innovation, Confirmit.

According to research by PwC, the majority of organisations agree that empowering the frontline makes for better decisions and mitigation of risk, but few are actually able to do this. With Confirmit Account Health, everyone from the frontline to the executive team can reduce revenue risk through accelerated change, driving a culture that is focused on continuously improving customer experience.

“The stakes are high. Individual client relationships can be worth millions, so businesses need to enable the frontline to prioritise resources across their portfolio by quantifying loyalty and risk and acting on it. This is where Confirmit Account Health comes in,” Claire said.

Terry Lawlor, Executive Vice President, Product Management adds:

“Confirmit’s software is used to run the world’s largest customer experience programmes, and is uniquely suited to support the complex and varied needs of multi-national B2B organisations. We are looking forward to working with more of our customers to help them empower and inspire their employees to drive improvements in customer experience that help them achieve their desired business outcomes.”


Ian-Golding_avatar_1474379617.jpg

4min699

Customer Experience specialist Ian Golding, author of new book Customer What: The Honest and Practical Guide to Customer Experience, today begins a new feature in Customer Experience Magazine, in which he offers his expert insight to help businesses improve their CX offering.

To ask Ian a question on how to boost the Customer Experience provided by YOUR business, please email your question to editor@cxm.world. The best questions will be featured in future instalments…

“As the owner of an SME with limited resources, how can I keep up with the level of CX that today’s customers expect? What are some simple and cheap methods of providing it?”

Every organisation has a Customer Experience, and always has had. Size and scale of the company is irrelevant – it is as important to understand the basic fundamentals as a company of two people, as it is in a corporation of thirty thousand.

In principle, the smaller the company, the ‘easier’ it should be to have everyone in it working towards delivering an experience that meets (and sometimes exceeds) customer expectation. The key is to ensure you have absolute clarity and focus. Large organisations struggle with both of these things – yet so do smaller ones. To ensure that you have the clarity and focus needed, you should make certain you are able to answer the following questions at a minimum:

Do I know who my customers are?

Not just as an account number, but as real people. To do this, everyone in my company must understand what customers want from us, what their challenges are, and what they value most.

Do I know what my company should be doing for my customers?

What experience do you want them to have? The best way for a small company to answer this question is with three more questions! Inspired by the Golden Circle methodology created by Simon Sinek:

a) why does my company exist in the first place – what is its purpose?

b) how can I make the purpose a reality?

c) what products/services do my clients actually need?

Every employee MUST know the answers to these questions and be continually focused on delivering the experience you want your customers to have.

Does every employee know the role they play in delivering the experience you want your customers to have?

Ensuring they have clarity on this, coupled with giving them the ability to think and act in the interests of the customer, should enable your purpose to live and breathe.

Ensuring that your whole organisation understands these questions and knows the role they play, is not expensive to do. The secret is to keep it simple. Simplicity of the message combined with a never-ending commitment to delivering it, will be the difference between a truly customer-centric organisation and one that is not.

Start every day reminding your people of it – a five minute meeting is not difficult to do, but will suffice to make sure that your purpose is at the front and centre of everyone’s minds – every single working day.


laptop-3233780_1920-1280x854.jpg

7min583

New findings from a study by Veritas Technologies, a leader in multi-cloud data management, indicate that many organisations will be inundated with requests for personal information from UK consumers, with two in five (40 percent) already planning to take advantage of their data privacy rights within six months of the new General Data Protection Regulation (GDPR) coming into force on May 25, 2018. 

Under the new GDPR, European Union (EU) residents will have greater control over their personal data. Currently, EU residents already have the right to ask a company what personal data is held on them (e.g., gender, age, location, sexual preference, religious beliefs, passport/ driver’s licence information, etc.) and beginning May 25, 2018, they will also have enhanced rights to ask to have their data deleted (‘right to be forgotten’). Businesses will be required to sufficiently respond to these requests within one month of receiving the request.

A new study, commissioned by Veritas and conducted by 3GEM, surveyed 3,000 adults, including 1,000 in the UK. It reveals that consumers are most likely to target the following industries with personal data requests:

  • Financial services companies, including banks and insurance companies (56 percent)
  • Social media companies (48 percent)
  • Retailers (46 percent)
  • Former, current or potential employers (24 percent)
  • Healthcare providers (21 percent)

The findings come as consumers reveal an increasing need to regain control over their personal data as trust in businesses to protect data fades, and as more and more consumers express a desire to put organisations to the test to understand whether they value consumer rights.

“In light of recent events surrounding the use of personal data by social media, and other, companies, consumers are taking much more of an interest in how their data is used and stored by businesses across many industry sectors,” said Mike Palmer, executive vice president and chief product officer, Veritas.

“With a flood of personal data requests coming their way in the months ahead, businesses must retain the trust of consumers by demonstrating they have comprehensive data governance strategies in place to achieve regulatory compliance.”

 The driving force behind a rise in data privacy requests

The forthcoming GDPR will impact any organisation that gathers, processes or stores the personal data of individuals in the EU. The research shows UK consumers welcome their enhanced privileges. Of those that intend to exercise their rights, two-thirds (65 percent) plan to request access to the personal data a company holds on them, while the majority (71 percent) intend to exercise their right to be forgotten under the new regulations.

The key drivers for exercising their data privacy rights are:

  • Increased control over personal data: over half (56 percent) of respondents don’t feel comfortable having personal data sit on systems that they have no control over.
  • A clearer understanding of what data companies hold on them: over half (56 percent) want to understand exactly what personal information companies hold on them.
  • Data breaches increase the likelihood of receiving requests for personal data: nearly half (47 percent) of respondents will exercise their rights to request personal data and/or have that data deleted, if a company that holds their personal information suffers a data breach.
  • Businesses are not trusted to protect personal data: over a third (37 percent) intend to exercise their data privacy rights because they do not trust companies to effectively protect their personal data.
  • Consumers want to put companies to the test:over a quarter (27 percent) want to test businesses to understand how much their consumer rights are valued before deciding whether to continue doing business with them.
  • Consumers want to get revenge:  eight percent will exercise their data privacy rights simply to irritate a company that they feel has mistreated them.

Under the new GDPR, this influx of personal data requests will need to be answered by organisations within a one month time limit. But meeting this timeframe may be difficult as many organisations have limited visibility into what data they have and where it is located.

Most consumers do not expect organisations to be capable of fulfilling their requests under the new regulation. The majority (79 percent) believe that organisations won’t be able to find and/or delete all of the personal data that is held on them, and a fifth (20 percent) believe that businesses will only be able to deliver up to 50 percent of the personal data they hold.

“It’s imperative that businesses embrace technology that can help them respond to these requests quickly, with a high degree of accuracy. This means having the ability to see, protect and access all of the personal data they hold regardless of where it sits within their organisation. Businesses that fail to recognise the importance of responding effectively and efficiently to personal data requests will be putting their brand loyalty and reputation at stake,” added Palmer.


Google-instore-image-1280x960.jpg

4min549

The results from a recent study published recently by field marketing agency Gekko entitled ‘Smart Home Shopper’ reveals that more than half of Brits have purchased smart technology for their homes – but have little idea how to use it.  

The study which investigated smart home purchasing behaviour found that 56 percent of adults have bought the latest must-have smart home tech, including WIFI controlled security cameras, heating systems and speakers – but have been left scratching their heads when they get them home.  In fact, three in ten consumers regretted buying at least one or more items of smart home technology because it proved so difficult to get up and running.

Nearly a third of adults say they never read instructions or manuals when they buy a new piece of kit, while 21 percent admit that although they have a love of tech, they are intimidated by the complexities of it.  Thirteen percent of consumers who have invested in smart home technology said they couldn’t get all their devices to connect – which is the whole point of having a ‘smart home.’  More than one in ten have used a piece of smart home tech once and never again.

The trickiest bit of kit to install was security equipment (45 percent), including app-controlled doorbells, motion sensors and CCTV, however 28 percent couldn’t get their smart lighting to work and 35 percent came unstuck when installing their smart heating system. Twelve percent claimed poor WIFI connection made installation difficult and 15 percent confessed to lacking any technical ability.

Surprisingly and despite its current popularity, 30 percent of adults that have purchased a smart speaker such as the Amazon Echo or Google Home don’t understand all its functionality.

Those people that bought their smart home tech from a brick and mortar retail store did so to play, touch and feel the product (40 percent), get advice from sales staff (30 percent) and a demonstration (30 percent).

Daniel Todaro, MD, Gekko comments:

“It’s clear from our study that smart home tech is popular, but people don’t know how to fully utilise the devices to meet their lifestyle needs – whether that’s convenience, money saving, leisure time or learning.    

This is a great opportunity for retailers, especially brick and mortar to improve the customer experience within the smart home tech category by having an environment where consumers can ‘play’ and a retail team that understand each product in detail and can match consumer need to product performance.    By solution selling it’s a win win for the customer and the retailer – the retailer can enrich the sale by demonstrating the whole product portfolio and functionality and the customer gets a product that’s fit for purpose. 

Traditional retailers have never been under so much financial pressure to adapt to today’s market conditions, so they must use what they’ve got to make every customer visit worthwhile.”


blurred-background-cellphone-coffee-842554-1280x843.jpg

5min676

Over a third (32 percent) of digital marketers admit to losing sleep due to fears about how the competition from Amazon will impact their business over the next 18 months, according to a survey by digital marketing agency Greenlight Digital.

In a bid to understand how marketers today are approaching competition from Amazon, digital marketing agency Greenlight commissioned a survey of 200 marketing professionals across a range of industries.

Up against the eCommerce juggernaut Amazon, it seems the biggest concerns are Amazon’s competitive pricing and logistical efficiency, worrying 33 percent and 31 percent of those surveyed respectively. Yet, it is a double-edged sword as it is exactly that logistical prowess that encourages businesses to collaborate with Amazon, indicated by the 38 percent of people who want to use the Amazon Marketplace to aid global distribution.

Despite these concerns, digital marketers are clear on where they can compete, and it’s largely focused around understanding their customer. For 39 percent of those surveyed, offering higher quality customer service is key to remaining competitive against Amazon, and 36 percent feel it is niche expertise that will give them a competitive advantage. Offering a unique customer experience was also a focus for 27 percent, which is unsurprising as many businesses are coming to understand the importance of personalisation, omnichannel experiences, and delivering brand value to their audiences.

Although there are concerns about Amazon’s sheer dominance in many markets, many understand how Amazon can be used to their advantage to capture a digital audience, such as by utilising the captive Amazon audience and using ad space (37 percent of those surveyed want to use Amazon in this way) and voice search (25 percent) to market to potential customers.

Furthermore, marketers seem to understand what can differentiate them from Amazon in terms of offering more personalised, specialised and personable customer experience – the key factor here is that they need to ensure they have the tools and infrastructure to deliver what their audiences want, particularly when it comes to a consistent online and offline journey.

With a handful of well-known UK high street retailers recently announcing store closures, it’s vital that brands take action when it comes to understanding who their audiences are, how they’re interacting with the brand, the areas the brand can deliver value to them, and then evaluating where their brand stands in light of this. Brands that fail to do so, or are too late to take action, are the ones who will likely be most susceptible to losing customers to Amazon.

Andreas Pouros, CEO at Greenlight Digital says:

“It is no surprise that Amazon’s dominance concerns businesses who are made to question how they can compete. But it doesn’t need to be seen as a competition or threat.  

Amazon provides an immense opportunity for businesses wanting to reach a wider audience, whether that be through advertising space or access through global distribution. Digital marketers can’t ignore the sheer value of Amazon’s global marketplace and captive audience.

Partnering top quality customer service with effective brand communications via Amazon’s advertising capabilities is the most effective way to work together moving forwards – be that for small, independent retailers or large organisations. The focus on the customer experience and customer service remains at the heart of competition.

Only once this is widely accepted will businesses with niche expertise and high quality customer service co-exist and thrive in a world where Amazon continues to deliver on large-scale eCommerce efficiency.”


ransomware-2320941_1920-1280x853.jpg

5min385

One year after WannaCry infected over 200,000 computers in 150 countries globally, 40 percent of respondents say their organisation is more exposed than it was a year ago.

The WannaCry ransomware attack that crippled the NHS and infected more than 200,000 computers in 150 countries has not translated into action at many organisations. According to a Tanium survey of 500 frontline IT security workers in the U.K, one third (36 percent) of respondents admitted there was panic immediately after the WannaCry attack, but nothing has changed since.

The findings show that two fifths (40 percent) admit their organisation is more exposed than they were a year ago. Whilst, just 31 percent state their organisation has invested in a new security solution since WannaCry, despite their boards claiming to have placed more importance on IT security since the attack.

Major issues highlighted in the research include:

Critical actions have not been taken

According to the findings, UK firms responded immediately after the attack, reviewing existing security systems (62 percent) and redefining the process for reacting to security incidents (38 percent). However, it seems that immediate concern did not translate into long-term action.

Businesses are still struggling with basic systems management tasks, such as patching, which are critical to preventing future attacks. According to the study, more than sixty percent (66 percent) of respondents admitted that they haven’t improved their patch management process since the WannaCry attack.

For many survey respondents, the need to innovate quickly is causing them to compromise on their security practices. In fact, one in five stated their cyber practices haven’t changed as other IT initiatives had to take priority. Lack of budget was also cited by almost a quarter (23 percent) of respondents as a factor holding them back from implementing the cybersecurity technology and policies.

Matt Ellard, Vice President, EMEA at Tanium, explains:

“It’s genuinely concerning that U.K. organisations claim to have learnt lessons from WannaCry but are struggling to take actions to stop a similar attack from happening again.

 The attack, which grabbed headlines all over the world, should have been a wake-up call for businesses to get their houses in order. However, legacy systems and architecture, fear of patching, fragmentation of point solutions, limited budgets and silos that exist within the IT operations and security teams are still leaving UK firms vulnerable to attack.”

The accountability gap

Almost half (42 percent) of the frontline IT workers surveyed believe their senior leadership team fails to realise how exposed their companies are to cyber threats. Whilst over a quarter (28 percent) say their organisation prioritises client entertainment and employee welfare initiatives such as Christmas parties. In fact, 43 percent say they struggle to get funding for urgent cybersecurity projects. This has led one in 10 to admit they are not confident their organisation could immediately respond to or recover from another WannaCry-style attack.

Ellard concludes:

“We’ve seen countless breaches in the last 12 months and businesses need stronger resilience to fight future threats. Having clear visibility of all of the endpoints across the network and being able to act on this in real-time is crucial to fighting off cyber-attacks and safeguarding future business.

Businesses can no longer afford to overlook the scale of the threats they face and the IT operations and security teams need to bridge the accountability gap to protect the network, company and customer data.”


the-benefits-of-creating-an-entertaining-customer-experience-with-gamification-open-graph.png

2min773

We’ve all played games in our lives, starting when we were very young. Those first games helped us learn how to follow rules, how to be respectful, and how to motivate ourselves to learn and to advance—because winning, of course, offered rewards, even if it was only to feel good about our accomplishment.

And without us really knowing it or understanding it (unless we’re involved in marketing), we’ve been taking part in the gamification of customer service basically all our lives. Think about it: You sign up for a rewards card with a store. Then you spend money, based on the feel-good nature of getting “points,” which leads you to deals, which makes you feel better about your purchase. It’s the extension of those games we learned as toddlers, only this time there’s actual money and goods changing hands. So how can you up your gamification of customer service? This graphic explains it.

Source: Salesforce


fashion-3213721_960_720.jpg

3min785

Women in the UK are feeling increasingly let down by online shopping experiences which are hard to navigate, not intuitive enough, and poorly designed for mobile browsing, according to a new study.

The 21st Century Woman study, published by communications network Engine, explores the “mindset of the modern independent woman” and investigates how brands can better connect with her.

Researchers interviewed UK women about how they live and shop, and what they want from their shopping experiences. The study revealed that despite women having more disposable income than ever before, they are increasingly time-poor, with 44 percent of respondents confessing that they find being a woman difficult and 37 percent saying that the best word to describe them is “stressed”.

As a result, women are relying on mobile devices to access brands and services, with 98 percent having shopped online this week and 92 percent using a smartphone to browse. However, the stark reality is that many are left disappointed by the digital shopping experience.

Fifty-eight percent say that too many websites have poor navigation; 53 percent want them to be more intuitive; and 44 percent say mobile sites don’t do enough. The result is that while 88 percent of women visit brands’ websites at least once a day, only five percent of them are buying something.

The study highlights a huge missed opportunity by brands to engage this highly influential market, as brands are failing to connect with women emotionally and commercially.

The research also highlighted that brands should not underestimate the value women continue to place on the instore experience. Fifty-four percent of respondents are influenced by what they see in shops; 26 percent use their phone to research items in store; and 13 percent use their phone to purchase while in store, indicating that brands would benefit from joining up the instore and online experiences.

Erminia Blackden, Head of Strategy at Partners Andrews Aldridge, Engine UK, said:

“This year’s 21st Century Woman study provides valuable new insight into the mindset and lifestyles of independent, modern women – the world’s largest single group of consumers. This group is the most well-educated, employed and commercially influential group in history.

These women are spending and browsing more on their smartphones than ever before, so if brands want to capitalise on their enormous spending potential, getting the online experience right should be a prerequisite. Some brands are winning at this already – the likes of ASOS and Amazon, for example. But the stark reality is that many are still failing to hit the right note. And in this challenging and fiercely competitive retail market, that’s a dangerous position to be in.”




Inform. Inspire. Include.
A free way to improve your business.

Customer Experience Magazine is the online magazine packed full of industry news, blogs, features, reports, case studies, video bites and international stories all focusing on customer experience.


CONTACT US

CALL US ANYTIME



Contact Information

For article submissions:
Editor
Paul Ainsworth
editorial@cxm.co.uk

For general inquiries, advertising and partnership information:
advertising@cxm.co.uk
Tel: 0207 1932 428

For Masterclass enquiries:
antonija@cxm.co.uk
Tel: 0207 1937 483

Customer Experience Magazine Limited
Acacia Farm, Lower Road,
Royston, Herts, SG8 0EE
Company number: 7511106


Newsletter