Archives

Why AI mastery is key to becoming a CX champion 

Even with all the technology available today, true CX champions are still a relatively rare breed. A recent study by MIT, on behalf of SAS, found that just 15 per cent of organisations can claim to be CX champions, while...

Are we reaching the email endgame? 

Recent reports in publications such as The New York Times have questioned email’s longevity as a communication channel of choice. But what’s the reality? How can we do communication with customers effectively? The argument goes that Generation Z (born between 1997...

The evolution of data: will AI voice recognition shape how we serve our customers? 

Data as we know it is evolving. Previously limited to numerical and text form, data is now increasingly presented to businesses in the form of audio and video, especially with the accelerated use of telephone and video-call communication between businesses...

Adopt or Fail: AI is now mission-critical for retailers

The concept of artificial intelligence (AI) has existed for decades, but only in recent years has the potential scale and significance of its impact come to the fore. Now, it holds the power to influence and shape future success. But what...

It’s time to challenge the monopoly and start a customer-focused revolution in e-commerce

It’s a given that the pandemic has been good for the tech giants. The entire GAFAM group, Google, Apple, Facebook, Amazon, and Microsoft have seen profits continue to surge. Apple, Alphabet and Microsoft made $57bn of profits in the last...

More haste less speed: why slowing down could be the key to faster customer service

When time is of the essence, how can you deliver a speedy customer service that’s efficient but not rushed? Freshworks recently analysed 107 million support interactions which indicated that speed is the most important factor when it comes to improving CSAT...

Adapting to the Post-Pandemic Customer Experience

Those who haven’t started to thrive in this new post-pandemic economy should take note of the following trends pertaining to the new customer experience. This pandemic has stripped many businesses of budgets and stunted growth initiatives, whilst simultaneously forcing them to...

How to choose the right customer experience metrics

Let’s start with “Why”, like Simon Sinek recommends. (1) Before we dive deep into the topic of how to choose the right customer experience metrics, we have a more pressing question to ask. Why do organisations need to measure “customer...

The Message for 2021? Get Some Good Chat

Never before has it been so vital for all businesses to digitally transform – or risk being left behind. Virtually overnight, worldwide lockdowns have driven commerce almost exclusively online, forcing companies of all sizes to contend with dramatically changing customer...

UK Employee Experience Awards 2021: Finalists Revealed

Recognising the challenging new realities of employment, the 2021 UK Employee Experience Awards will be a LIVE Online experience, bringing the magic and excitement of the in-person awards event to the comfort of your office or home this May. Aspen Healthcare,...

The Third Global Edition of World CX Summit Brought Unending Possibilities of CEM to the Forefront

World CX Summit – Asia digitally congregated some of the distinguished speakers in the Customer Experience ecosystem, while global technology leaders showcased their CX solutions in the presence of more than 200 pre-qualified delegates across Asia. CX visionaries shed light...

Top Trends for Sales and Marketing Leaders in 2021

The impact of 2020 was far-reaching, especially for sales and marketing teams. With business and consumer spending habits having dramatically changed due to uncertainty, as we move forward into 2021, how can businesses overcome this challenge, especially in the wake...

CX Global Voices 2021: Have Your Say On Big CX Questions

Last year CX professionals rated their organisations’ maturity as: 39% Foundation, 48% Practiced, and 13% Leading. In an environment where CX focus has increased (and is set to continue) has this evolved or is CX maturity dangerously stagnating? Ipsos MORI and...

Are there any benefits of remote working for female employees?

All employees have seen sweeping changes over the last year and everyone is experiencing some degree of disruption. But the impact of Covid-19 has not been evenly spread. It has hit people in different ways; while some are thriving and...

How can contact centres help you deliver great CX through improved human experience

It’s the age-old question again: what do customers really want? Just when you finally get the grasp of how customers behave, their needs seem to take a new turn. At the very core of CX lies the seamless and easy...

CX Mids Presents: Unlock Your CX Potential in 2021

The upcoming Unlock Your #CX Potential conference is set to bring global Customer Experience though leaders and practitioners together in a single day. This unique event will feature a range of experts including Ian Golding, Greg Melia and Deborah Cane. Taking place on March...

Net Promoter Score will only take you so far in the race to catch the CX heavyweights

Your customer knows what good service looks like. Like it, or loathe it, Amazon sells to more than 80% of the UK population every year.  This means your customer is also an Amazon shopper, and probably an Apple shopper too. They compare...

The Role of APM in Keeping Apps Active

Do you know what is the role of APM in keeping apps active? Applications are the lifeblood of any business. However, they’re only as good as their ability to keep running and effectively serve end-users and the business. Downtime, application...

Customer engagement is the key to success for on-demand food services

This is the season to eat healthy and stay active, burning off the treats consumed over the holidays and numerous lockdowns. It is the time when we need to recognize customer engagement is the key to success for on-demand food...

EZDubai – A story of successful innovation by Dubai South

The United Arab Emirates celebrates its golden jubilee in 2021. In five decades, it has gone from being an undeveloped desert country to reaching the red planet. No country in the world has seen a similar upward growth trajectory. As per...

How to keep your customer experience resolutions this year

So, it’s March – how are those 2021 CX resolutions going? Last year changed everything, and we all benefited from a new year to start afresh. But while we might want to scratch the last year from our thoughts entirely, there...

The impact of internal communication on business success

Effective communication is fundamental to all successful businesses. Clear, consistent information is vital in maintaining the engagement of employees in their work and customers in the company brand.  Many businesses – mistakenly – view the challenge of internal communications as a...

Customer acquisition strategy: deliver top-notch gifting experience

The pandemic has forced many shoppers online, forcing changes to customer acquisition strategy planning. With lockdowns and social distancing likely to be part of our ongoing management strategy for Covid-19, the time is now to consider what delightful gifting experiences...

Bridging the Engagement Capacity Gap

Brands are caught in a maelstrom of change, the impact of which will be felt for years to come. The pace of digital transformation has accelerated dramatically, and it has brought increased consumer demand for self-service and social media-based interactions,...

5 Things You Need To Achieve Your Goals and Make a Difference In a Changing World

Today as we look at the business world, we all have an opportunity to make a difference. Whether you are a business owner of a small or medium size enterprise, or working for an employer, regardless of your title in your...

The Legacy of Don Hales

After almost 60 years in business and 20 years in the events industry, co-founder and former chairman of Awards International Don Hales passed away on February 25th, 2021.  Don started his career in financial services, after which he quickly qualified as a Fellow of the...

Research Reveals a Customer Relationship Crisis

Struggling to get a clear picture of their customers, more than half of sales leaders say their CRM is costing them revenue. According to a new CRM and Sales Impact Report from SugarCRM, many companies are facing a customer relationship crisis. Forty-eight...

What’s the best way to improve Customer Experience in the new normal?

Even before COVID-19 hit, the CX world was changing fast. Companies were already investing heavily in digital transformation to become more efficient and flexible. At the same time, customers were increasingly demanding a convenient, seamless and emotionally engaging experience across...

Online Female CX Communities: Why They Matter and How You Can Get Involved

The world’s first global online membership community for Women in CX is launching on International Women’s Day – March 8th 2021. And this start-up is pretty special. CX Magazine has partnered with Women in CX and this week, caught up with...

2021 Gulf Customer Experience Awards: Meet The Winners

The winners in CX innovation across the Middle East have been announced at the annual Gulf Customer Experience Awards in Dubai. Following a fantastic day of presentations by finalists, and hybrid live and online awards ceremony, the big winners have been...

2021 UK Customer Experience Awards: Entries now Open!

Entries are now open for the 2021 UK Customer Experience Awards, which this year is marking twelve years of celebrating the very best CX in Britain. The 2021 UK Customer Experience Awards is going to be a celebration of the extraordinary...

Top Tips for Hiring the Right Team to Deliver the Best Possible Customer Experience

Building the right team to deliver the standard of care you expect your customers to receive can be challenging. There are lots of elements that are required to achieve success, from establishing companywide values to guide decisions, to empowering your...

An Interview with 2021’s Top CX Stars Professional, Simon Johnson

I had the absolute pleasure of speaking with this year’s highly deserving Top CX Stars Professional, Simon Johnson. Simon is General Manager for UK & Ireland for Freshworks, a company providing organisations of all sizes with SaaS customer engagement solutions. Simon...

Customer Experience Trends in 2021

CXM Editor Debbie Walton had the pleasure of chatting to Simon Johnson from Freshworks, CXM’s winner of this year’s CX Stars Top 100 Professionals, about customer experience trends in 2021. For information on Freshdesk’s product offering, please click here. What 2021 holds...

To go from bad CX to good CX, it’s time for organisations to ‘Think different’

CX has seen a major shift away from product-centricity into customer-centricity, as befits the new, consumer-enabled digital world – especially true today. A poorly implemented CX initiative is often worse for both customer and business than having no CX initiative at...

Giving Compliments

In Dale Carnegie’s book How to Win Friends and Influence People, he talks about giving compliments as being like leaving beacons of light. The world is a very small place and before you know it, you’ll do a full circle...

Accelerating Customer Service: Streamlining Businesses for the Subscription Economy

The impacts of COVID-19 won’t be temporary. Customer experience as we know it is coming to an end. But luckily, we can all learn from the changes to come.    Over the next year, we will shift further from a physical...

Voice of the Customer Tools for SMEs and Small Corporates

Regardless of the clear value of customer feedback, few businesses have people with the skills and the time to analyse it, draw conclusions, initiate action and monitor the results. Even huge corporations with data scientists invest in a Voice of...

Here are the CX Stars of 2021

The votes have been ratified and we’re pleased to announce CX Stars Top 100 Professionals and Top 50 Influencers! The competition was fierce and the comradery palpable as the entrants for this year’s CX Stars took to social media to...

CX Stars 2021: Top 10 CX Professionals

Number 1 Simon Johnson General Manager, Sales Leader and Growth Expert: UK and Ireland, Freshworks Inc. Simon is a seasoned sales professional at Freshworks. Simon is a data-driven, dynamic, personable (and fun!) leader, with 17 years of proven success in leading business and...

And the Winners of CX Stars 2021 are…

In 2020, the customer experience landscape changed dramatically with most businesses across the planet having to, at the drop of a hat, change the way they engage with their customers and their employees. Fast forward almost an entire year and...

Technical advantages in cloud-based contact centres

The move from on-premises to cloud-based architecture certainly has clear business benefits such as hardware cost savings and faster responding times for customers, but the technical aspects deserve equal consideration to ensure businesses choose the right solution for organisational needs....

How the Evolution of Customer Behaviour is Reshaping the Insurance Sector

The insurance industry has an unenviable reputation of providing complicated policies that are obtained through a cumbersome and time-consuming process. For many customers this means a confusing and frustrating experience. And in an increasingly digital world, consumer loyalty is no longer...

How Networking Changed Business in 2020

It was a rough year; filled with the unknown, unexpected crises, uncontrollable circumstances and inevitable change. Many felt the need for support in a way they never have before. I believe it made us find the inner strength we didn’t even...

The Changing Face of the Contact Centre

The COVID-19 crisis has completely changed the contact centre industry, with more customer service agents than ever working from home.  Going forward if we are to establish effective post-COVID customer service, we will need to ensure that the contact centre lies at the heart of a company’s digital transformation strategy. ​Therefore, it’s important that...

CX Stars of Past and Present

CX Stars 2021 is well under way and as with everything in 2021 so far, it’s gone off with a bang! So far, the new year hasn’t really turned out the way we’d hoped it would when we said goodbye...

Top Tips to Refine Your User Experience

In the current climate, it’s critical to provide a positive and engaging experience for your users. Ultimately, brands are competing against each other to retain customers and keep them interested – even in the most turbulent times. Peoples’ behaviours and...

Customer Expectations Amidst Growing Digital Competency

There is no doubt that the world we live in is becoming increasingly digital. This is certainly seen in the workplace, where innovations such as the internet, email and video conferencing are part of daily life. From understanding the benefits...

And here are the Panelists

CX Stars, the awards that honour contributions made to the dynamic CX industry by outstanding professionals and influencers, has returned for 2021! We are thrilled to announce the panelists who will be choosing our winners from the Top 100 CX Professionals and Top 50...

Intelligent Decision-making in Insurance: The Escalating Customer Experience Need

The coronavirus pandemic has changed many things in many industries – and not always in the most obvious way. Insurance companies have seen both fewer claims and fewer sales. As a result, many have realised that the process of digitisation,...

Has Black Friday Forced Online Retailers to Re-evaluate Their Checkout Experience for Good?

The festive season has always been an important period for both online and in-store retailers. And over the past couple of years, Black Friday has grown in importance to businesses in the UK. According to data from Barclaycard, UK sales during...

Karamba Casino – A Customer Experience Case Study

Karamba Casino is among the oldest sites in the iGaming sector, having been around since 2005. The casino offers both casino games and sports betting, catering to the needs of different players on one website.  That said, it is a fully...

Exclusive research: Understanding the lesser-known benefits of AI

UK and US consumers are starting to recognise the benefits that AI can have for their shopping experiences. But while 74 per cent of UK and 71 per cent of US consumers can recognise one benefit AI presents, such as...

Gaining and Retaining Customers in 2021

Part 1: Measuring Your Success  Just when we thought we could see the light at the end of the dark and scary Coronavirus tunnel, the goal posts have been shifted again with the implementation of another national lockdown. With morale low...

Why Customer Service Staff Still Matter in an Online World

We often hear that we are living in the fourth industrial revolution and many of us wonder what exactly this means. While it may seem extreme to some, when we analyse the new technologies that are now starting to fuse...

CX-iness – What Is It and How Do You Get It? part 2

 “Love is like a rubber ball. You can drop it a few times before it loses its bounce. Trust, on the other hand, is like a glass ball…” – Anon Engaging your customers with CX-iness depends on how well you orchestrate...

Hey Big Spender: Using data to connect customers to brands

Online retailers today are facing unprecedented challenges and opportunities. To start, today’s consumers are more tech-savvy and less brand loyal than previous generations. Millennials and Generation Z have serious spending power, and retailers can’t afford to ignore the needs of...

Gulf Customer Experience Awards 2021: Finalists Revealed

The finalists for the 2021 Gulf Customer Experience Awards have been revealed, with brands including Virgin Mobile UAE, Abu Dhabi Commercial Bank, and HSBC among those set to compete for victory at the event in February. The annual gathering is the...

Is Project Management Keeping Work Siloed?

One of the biggest questions keeping business leaders up right now is whether they should be preparing their staff to return to the office next year or simply embrace remote work long term. But that is the wrong question to...

The CX Legacy of Tony Hsieh

The Former CEO of Zappos has a unique approach to forming relationships with customers, and changed the way we bought shoes.   Tony Hsieh, Zappos CEO and Customer Experience trailblazer, lost his life tragically in a suspected accidental house fire in November....

Customer-centric Brands Understand the Power of Service Recovery

It is a fact that any organisation, no matter how well-prepared, will occasionally undergo a service failure. A service failure, whether big or small, can make or break relationships with customers. However, if service recovery is done effectively, it can lead to...

Christmas Ads: A Playbook for Customer Engagement

It’s that time of the year again – Christmas is fast approaching and the much anticipated Christmas ads are landing on our screens. Major brands are fighting for centre stage and people are keen to know what characters, stories, and...

2020: The Year of Online Awards Experience

2020 has been an unprecedented year to say the least. Businesses faced difficulties, challenges, some even shut down while others struggled to stay afloat. Over the last 12 months, the sector upon sector had to scramble not only to maintain the...

Recruiting and Onboarding New Starters in a Virtual World

Long before Covid-19, working remotely was a benefit many businesses offered their employees, alongside additional holiday or private health insurance. But as hybrid working shifts to become ‘business as usual’, it’s hard to imagine exactly what the world of work...

A Lack Of Customer Experience Budget Doesn’t Justify A Budget Experience

You don’t need money to alter the way you treat customers or people. If your hands are financially tied, you’re operating with limited budget or influence don’t be disheartened. There are ways to make an experience impact. Background A recent CX project posed...

The Final Countdown for Retailers

Now that the dust has settled on Black Friday, it’s time to look back and examine how the much-anticipated sales event turned out for digital brands.  With the pandemic restrictions continuing to impact shopper behaviour, it’s important to consider how brands...

A Practical Guide to Winning Awards

At a Glance Getting a business award or being recognised by a third-party organisation could help attract and retain customers and employees.To win an award, having the facts on your side does not suffice; you must also have the right strategies...

Gamification: employee retention strategies in customer service

It’s no secret that employee retention is one of the largest operational issues facing companies around the world. From profitability to workplace morale and service quality, a high staff turnover rate can be detrimental to all aspects of a business. As...

Making it onto the ‘nice’ list this CXmas

Tis the season to be jolly. Tis also the season that leaves room for some serious customer experience faux pas. At this time of year, some staff are starting to wind down. Some businesses may even close over the Christmas period,...

Consumer Experience Has a New Look, Embracing It is Vital for 2021 Success

After a year of constant global disruption, consumer experience hasn’t completely changed shape — but it is looking distinctly different. As rolling lockdowns have limited real-world connection, technology’s role in brand interaction and purchasing has grown exponentially; sparking record levels...

Driving rapid innovation in turbulent times (part two)

In last week’s article, we focused on the practical steps brands can take to drive rich insights through understanding customer signals. In this article, I will focus on driving rapid innovation in turbulent times. Capturing and analysing signals is just...

Last Chance to Enter the 2021 Gulf Customer Experience Awards

The deadline to enter the 2021 Gulf Customer Experience Awards is fast approaching, with just days left to put your organisation forward. Potential entrants have until this Thursday, December 17 to submit entries ahead of the Awards finals day on February...

On the First Day of Christmas My True Love Sent to Me

‘I’m bored, I’m the chairman of the bored’ was released by Iggy Pop in 1979. I love that song. There are three earworms in my life that crop up when my state of mind needs them. The first is ‘Men of...

Is Amazon the only answer?

To Amazon or not to Amazon – that is the question for many retailers. With the retail giant’s third quarter results showing profits triple and a 37 per cent increase in earnings, other retailers are understandably concerned. Do they use Amazon...

Excellent Customer Service: The Unexpected Benefit of Lockdown

With the boom of the online era, customers in many sectors have become spoilt for choice when it comes to both products and services. With more options than ever and the ability to quickly compare offerings between companies, decisions can...

CXM’s Top CX Stars: 2021 Edition

The CX Stars list of the UK’s top Customer Experience Professionals and Influencers is returning to CXM for 2021. CX Stars is Customer Experience Magazine’s annual list of the country’s most dedicated CX Professionals who strive to transform businesses and place...

Top Customer Experience Trends in 2021

In this article, find out what are the top customer experience trends in 2021. The digital transformation of companies accelerated significantly in 2020. In particular, they had to quickly switch to remote work and further increase their use of digital...

The journey to effortless customer care: digital workflow solutions need to be simple

Operating a business in 2020 is challenging in ways that few of us could ever have predicted. Rarely have we seen change occur with such magnitude or velocity. Customer-demand fluctuations, fractures in supply chains, workforce disruption, and rapidly evolving government...

How to get customer feedback in the COVID-19 world

Throughout this pandemic, businesses have been wondering how to get customer feedback accurately. They are still trying to get a handle on the ‘new normal’ and the shifting needs of their customers. Add to this challenge the clear and present...

Driving rapid innovation in turbulent times (part one)

The global pandemic has rapidly altered the way in which customers interact with brands and brought in the need for innovation in turbulent times. In-person interactions have been largely replaced by digital, telephone, and other contactless interactions. Significantly, instead of...

Innovation, Flexibility and Teamwork: 3 CX Essentials to Thrive in 2021

As a new year draws closer, now is the time to rethink, reassess, and reimagine the customer experience. Markets continue to be affected by unprecedented challenges and uncertainty, making it critical that businesses not only win back customers but generate...

Salesforce Acquires Slack for $27.7 Billion

Cloud computing giant Salesforce is acquiring workplace chat app Slack, the two companies announced on Tuesday. Salesforce is paying $27.7 billion for Slack, according to the press release. “Under the terms of the agreement, Slack shareholders will receive $26.79 in cash and...

The Value of B2B Customer Experience

You want to increase your customers’ happiness? Great! But how to measure this phenomenon which seems quite difficult to grasp? How to prove the added value in your company’s revenues to make the financial benefits visible? A guide to square...

A Story of Hope

Let’s not beat around the bush (an interesting saying!), 2020 has been a tough year and it’s not over yet. But I wanted to share my story, it may just provide some hope to those facing redundancy and/or are thinking about...

International Business Excellence Awards 2020: Meet the Winners

The winners of the International Business Excellence Awards 2020 have been revealed yesterday at the Live Online event, celebrating teams and individuals for the outstanding work done by businesses worldwide. Finalists were competing to secure Gold, Silver and Bronze titles across...

What Christmas Shoppers are Looking for This Festive Season

With Christmas markets and Santa’s Grottos cancelled in many cities, it may seem as though traditional Christmas preparations are losing much of their sparkle and cheer this year. As a consequence, savvy retailers are looking for new ways to engage...

The Greatest Brands are the Ones that Take ‘Onus’ of Customer Experience

Customer experience is about brands demonstrating their commitment to prioritising and anticipating the problems of the customers. They are taking the onus to provide a solution to the customers. One of the frequent problems that most customers face while purchasing...

The Secret Behind ROI on CX: Harnessing the Power of Data

Did you know that the average organisation analyses just 2 per cent of all customer interactions and it’s mostly for random checks? It’s become common knowledge that acquiring a new customer costs 25 times more than keeping an existing one. Yet,...

Why Workwear is Important for Remote Employees

As new lockdowns come into effect, remote working is becoming more widespread again. Offices have been instructed to close in order to manage the spread of the virus. While some workers jumped at the opportunity to go back into offices...

Customer service strategy: Get ready for the holiday season

Up until now, annual customer service strategy for the busiest shopping period of the year have been set in stone, agreed months in advance. But in 2020, many retailers have been forced to concentrate on merely staying afloat as they...

UKCXA Winner Octopus Energy Launches in Germany

Multiple UK Customer Experience Awards winner and entech pioneer Octopus Energy today launches in Germany on a mission to disrupt the market and deliver contract freedom and innovative tariffs for customers. The new business Octopus Energy Germany is targeting 1 million...

Money Talks or Budget Walks: Delivering a Return on CX Investment

The world has changed in 2020. In addition to COVID-19, we have seen seismic changes in the way consumers behave, and the extent to which companies and their ethics are being put under the microscope. The desire to examine, interrogate...

Develop Digital Customer Relationships, Not Single Purchases

COVID-19 hasn’t just driven an unprecedented upsurge in web activity; it’s sparked a huge shift towards digital-first living and behaviours that look set to become permanent changes. Alongside record levels of time spent online, the year so far has seen...

Winners Announced: International Customer Experience Awards 2020

The winners of the 2020 International Customer Experience Awards have celebrated victory following the full day of the Finalists’ presentations live online. The third edition of the awards event saw contenders from across the globe gather online to compete for the most coveted...

Making Change Work

The aim of every CX programme, of course, is to add value over the long term – not just following the excitement of a launch or major overhaul. It should enable organisations to gather feedback from stakeholders, to analyse and...

Adaptive Applications are Data-Driven

One of the first things people see when they look in my reef tank is an amazing example of a Zoanthid. In other words, a coral carefully curated through years of dedicated attention. They’d see the beauty of a different...

The Three Language Changes You Can Make to Instantly Smooth Out Your CX

Tone of voice matters. So far, so unsurprising. I’m a writer. I would say that. But what if I told you 97 percent of your UK brand and marketing colleagues agree? At Schwa, we’ve just run a big piece of research asking senior...

Medallia Collaborates with Oracle Cloud CX to Help Brands Reinvent Customer Service Engagement

Medallia, Inc., a global leader in experience management and a member of Oracle PartnerNetwork today announced it plans to integrate with Oracle CX Service to deliver real-time feedback on what customers think and feel about customer service interactions with a...

5 Lessons About DX Transformation I Wish I’d Learned Sooner

I recently had the pleasure of judging the UK Digital Experience Awards, in the Analytics and Use of Data category. After the scores had been submitted, the virtual awards ceremony was over, and we’d exited Zoom, I was struck by a...

Business Unusual: Time for Empathy, Flexibility, And Customer-First Experiences To Shine

Unprecedented? Strange? Unusual? Let’s be honest, there aren’t really the words to describe the bewildering and ever-changing face of 2020 for customer focused businesses. The customer that we all want to help and serve is changing as fast as the news...

Using Technology to Provide Agility to Contact Agents

Contact agents’ work is often thought of as synonymous with the physical contact centre. So, when the British government announced a lockdown at the end of March and most businesses had to empty their offices, customer service was instantly disrupted. The...

“I wouldn’t start from here, if I were you….”

A few weeks ago, I had the honour and pleasure of judging the 2020 UK Customer Experience Awards. This was my third year as a judge at this event and I was invited to chair the judging panel for the...

Does Net Promoter Score Adequately Empower Organisations To Be Customer-centric?

Net Promoter Score is one of the most trusted and popular metrics used by brands to measure the health of their customer relationships. Businesses who experience high levels of brand advocacy have been shown to outgrow their competition by 2.5 times.  A single...

re:Imagine the Future of Experience: Interview with Shankar Balakrishnan

re:Imagine is an interactive event series brought to you by Medallia starting November 12 2020. Over a period of four weeks Medallia is going to delve into some of the big experience related challenges facing...

Don’t make it all about your competitors. Make it all about your customer.

Getting the edge on the competition is big business. A lot of companies spend time guessing what the competition will do next, trying to predict big marketing efforts, key messaging, and the resulting consumer traffic that follows. You see it...

Thanks to AI, the Era of Supposed ‘Customer Error’ Will Soon Be Over

Not so long ago, keyword queries in search engines were the norm. You don’t know it, but Google and its simple-looking search box played an amazing trick on you. I’m not even sure they knew they were doing it in the...

In the Era of Lockdown, Creating a Memorable Experience is Key

Engaging customer experiences have become a staple for brands to build and strengthen relationships and loyalty. Familiarity is no longer a leading factor determining where a consumer shops. Brands now must offer customers an experience that makes them stand apart...

AI and Top CX Trends 2020

At the recent Forrester Data Strategy & Insights 2020 virtual conference, analysts described a future where people and technology work together to bring out their best capabilities.  In particular connecting humanity and technology through AI and data strategy emerged as a key...

Creating a new CX strategy: Time to reset

The global pandemic of COVID-19 has forced businesses to change the way they work and operate with employees working from home and unintended consequences that have occurred with supply chains, customers and employees. This requires them to take brave steps...

How To Support Staff Through Redundancy

The COVID-19 pandemic has presented tough times for businesses in every industry and many employers are having to make difficult decisions regarding the future of their workforce. A recent study by Acas found that over a third of employers are...

A Modern Approach to Brand Building

As 44 percent of CMOs take on the challenge of mid-year budget cuts in 2020 – a direct result of the Covid-19 pandemic – a modern approach to brand building is needed. At its core, this approach is about tapping into...

Communications During Times of Crisis: Why CX Matters More Than Ever

As coronavirus prompts economic and social transformation, communication is more critical than ever. Not only what, but how we communicate can make the difference between simply being heard to being completely understood. The way that customer experience (CX) findings are communicated...

Using AI to Create a High Definition Customer Experience

In the early two-thousands, I can vividly remember walking into a local electronics store and catching a glimpse of a high definition television for the first time. The quality of the visuals took television to a new level and made...

Don’t Leave Your Brand Identity Behind in the Retail Operations Scramble

The looming second lockdown over the Winter months is threatening business continuity in the retail sector once again. Businesses are scrambling to be able to reach their consumers no matter what restrictions are put in place. If we are confined...

Gulf Sustainability & CSR Awards 2020: Meet the Winners

The winners of the 2020 Gulf Sustainability & CSR Awards have celebrated success in Dubai, with Splash by being crowned as the day’s Overall Winner. The event took place yesterday at Jumeirah Creekside Hotel and welcomed representatives from over 40 companies live and...

Can Covid-19 Provide Opportunities to Change Stakeholder Relationships For Good?

When the coronavirus crisis hit the UK in March, businesses faced the immediate challenge of making sure that their content output was relevant to a strange and unsettling new landscape. But, even as lockdown eases, could there be lasting implications...

Time to Take a CX Reality check?

2020 has been a year like no other. The impact of Covid-19 on businesses of every shape and size, across all sectors, has obviously been unprecedented. Change has been forced upon virtually every organisation as they’ve endeavoured to adapt and...

Gulf Sustainability & CSR Awards 2020: Live Awards Ceremony in Dubai

Today marks a very special day as the ceremony for the Gulf Sustainability & CSR Awards 2020 is going to take place face to face. This is the first live event hosted by Awards International since March this year. The finalists...

The benefits of Web Scraping for retailers

The retail industry has come a long way. From selling all kinds of physical goods ranging from automobile parts, pharmaceuticals, clothing, health care products, books, and food, along with the services that are required to maintain these products, retailing is...

UK Customer Experience Awards 2020: The Winners Are In

Last Thursday the winners of the UK Customer Experience Awards 2020 celebrated their outstanding achievements across the CX sphere. This year the home London’s home of champions Wembley Stadium was replaced by a virtual room, gathering around 300 people at the...

Purpose Is the New Digital in Retail: We All Need Organic Mango’s From Finca Los Pepones

We all shop and spend our hard-earned cash, so everyone can relate to this, so thanks for opening and having a look, I thought I would share my thoughts on: the changes in consumer behavioursthe trends for 2020 and beyondmy views...

Wild Swans: A Story of Beauty and Transformation

I’ve enjoyed working across the Nordics and Central Europe for the past few years, and during this time I purchased several books for my children. One was a fairy tale, entitled Wild Swans, by the wonderful Hans Christian Andersen. The...

Reimagine How You Serve Customers with Three Game-Changing Technologies

2020 has been a memorable year for all the wrong reasons. The pandemic has touched all segments of the UK economy and businesses are still struggling to grapple with the consequences. Whilst all have struggled, the customer service sector has...

Online Fashion Retailer gains Three Million Customers as Profits Soar amid Pandemic

Online fashion retailer Asos added three million customers in the past year despite the pandemic. The company’s annual profits have also skyrocketed thanks to cost-cutting and fewer returned items during this period. Asos has now reached more than 23 million customers globally, with...

Delivering Great CX in the Covid Era

In a relatively short period of time the onset of the global coronavirus pandemic has changed the very face of customer experience (CX). In these times of crisis, customers now expect more compelling, relevant and timely engagement than ever before....

Customer Engagement Strategies to Drive Business Success in the Now and the Next

Regardless of industry, product or service, one of the drivers for achieving business success is having a strong customer engagement strategy. Undoubtedly, 2020 has been one of the most challenging years for businesses with the pandemic affecting consumer behaviour and...

The Dawn of True Personalisation

We are in a world that looks very different from how anyone might have expected it to 12 months ago. Many of the ways in which retailers and brands would previously have sought to engage with consumers aren’t possible anymore...

Book Review: Customer What? The Honest and Practical Guide to Customer Experience

 The truth is, truly customer-centric organisations do not put customers first. They put employees first. This is according to global Customer Experience Specialist and Certified Customer Experience Professional (CCXP), Ian Golding in his first book ‘Customer What? The honest and practical...

Why You Should Be Looking at People, NOT Customer Experience

Customers & Colleagues Are….. People So, what I am talking about here is the growth of purpose led, or the need for emotional engagement in, brands/products/services etc…. which should be: Of absolutely no surprise to anyoneA really great basic for us all...

CXDay Spotlight: Interview With QASSS

Another company CXM had the opportunity to speak with and share their story on CXDay is QASSS. Apart from complaint management, risk mitigation and other services they provide, QASSS have also won a Gold and Bronze Award at the 2020...

Refresh Your Skills at Freshworks Virtual Conference

CRM software specialist Freshworks is organising Refresh 2020, a virtual global conference gathering a community of experts in CX and IT. The virtual conference is set to launch on 28 October, starting at 9 am, regardless of the chosen region. The...

The value of shopping experience personalisation

High tech has been forced to integrate at an unprecedented pace – one of the many direct changes coming out of an unpredictable 2020. One of the main requests coming from the customers is shopping experience personalisation. According to a...

CXDay Spotlight: Interview With Faran Niaz

Faran Niaz is a global CX professional with a proven track record in the banking and financial industry. Faran is an accomplished Customer Experience, Digital Transformation & Change Management Expert, as well as a CX Judge, Trainer and speaker on...

CXDay Spotlight: Interview With Rachel Williams

As a part of CXM campaign for CXDay, we had the opportunity to speak with CX professionals, small and large businesses to share their story and spread the word about their greatest achievements and milestones in CX. In the first...

Fast-tracking a Remote Workforce: What’s Next for IT Teams

The COVID-19 pandemic has changed the world of work forever. Teams became virtual overnight. Employees embraced collaboration tools and video conferencing technology as part of their new day-to-day. Organisations have moved huge sections of their business online much faster than...

Human Customer Service Is A Major Opportunity For Customer Experience

With digital transformation and unexpected events such as the current pandemic, customer service calls’ volume keep increasing. Companies that get caught into obsessing on costs invest in strategies that will back-fire and miss out the major opportunity that human customer...

Why Cybersecurity Should Be a Boardroom Issue

Cyberattacks are big business for criminals. Which is why, if you sit in a boardroom today, you should be making cyber security your business. It is no longer enough to leave the issue to your IT team. Managers need to understand...

Third of UK Consumers will Spend Elsewhere If a Brand Falls Short on Customer Service

Nearly a third of Brits will never spend again with businesses which provided bad customer service during the lockdown, according to new research from Infobip. The research from the global cloud communications platform polled 2,000 British consumers to see how businesses...

Online Retail and Take-away Brands are the UK’s Fastest Growing Brands During the Pandemic

Online retail and take-away brands Ocado, Deliveroo and Just Eat are the UK’s fastest growing brands according to the 2020 BrandZ™ Top 75 Most Valuable UK Brands report, launched by WPP and Kantar. Already gathering pace pre-COVID-19, Ocado’s online capabilities and perceptions of...

Reinventing CX Analytics With Alternative Data Sources

Optimising your customer journey is crucial for higher conversions, better engagement, and maximum retention. Around 86 percent of customers have said that they are willing to pay more if offered a better CX. Hence, customer experience analysis is a powerful business...

Harnessing Great Customer Feedback to Help Grow Your Business

  So you’ve worked hard on your customer experience. You think your customers are happy with the service you’ve provided. That’s great! But wouldn’t you rather KNOW that they were happy? Wouldn’t you rather everyone knew? There are plenty of options...

Announcement: Brand New CXM Website and An Exciting Surprise!

After a year of hard work and dedication, CXM is proud to announce the launch of a new website on 6 October, in honour of celebrating the International CX Day. Founded in 2012, CXM has been a resource of industry news,...

Road to Recovery – Click & Mortar vs Brick & Mortar

As lockdown has been incrementally lifted and the good weather has rolled in, there’s been a return to some semblance of normality. Pubs are welcoming patrons, shoppers are back in stores and many businesses are returning to normal operations. During...

Brits Wrongly Spent Over £2 Billion on Products and Services Due to Misinformation in Last Year

A new study from Yext reveals how the spread of misinformation can cause consumers to not only spend much more than they intended but also lose trust in brands due to inaccurate display of information. According to Yext’s Searching for Trust...

How Can Retailers Prepare For Uncertainty?

In a normal year, retailers would be deep in Black Friday, Christmas and the January strategy execution. This year, however, is anything but normal, making it nigh-on impossible to plan so far ahead of time – even in China, where...

High-Quality Customer Service in ‘The New Normal’ – Driven Entirely By the Cloud

The ongoing migration to cloud contact centres is continuing apace. Even before the pandemic, analyst, Gartner’s Magic Quadrant for the Contact Center as a Service (CCaaS) landscape was projecting that by 2022, CCaaS will be the preferred model of adoption...

TTEC’s AI Voted Disruptive Technology of the Year 2020

TTEC, a leading global Customer Experience as a Service (CXaaS) partner for many of the world’s most iconic and disruptive brands, has had its RealPlay™ AI-powered training technology named Disruptive Technology of the Year 2020 by Customer Contact Week. TTEC’s revolutionary...

Managing Teams Effectively in The New Blended Workplace

Recent reports show that the blended workplace is very much a reality. Nearly 1 in 5 UK workers plan to work from home indefinitely, half expect to go into the office every day, and two thirds of Londoners plan to...

Applying emotional intelligence in CX: An interview with Sandra Thompson

Applying empathy became a practice to understand and connect with customers. While it is beneficial to put in the effort to satisfy your customers’ needs, what is more, important is to have them coming back. Exceeding customer expectations is one...

Genesys Names New CFO to Propel Cloud Business Forward

Genesys, the global leader in cloud customer experience and contact centre solutions, announced Brian Swartz as its new chief financial officer (CFO). Swartz brings more than 20 years of experience driving strategy and business performance at both public and private companies as well as...

Contact Centre Technology Solutions? Not the Silver Bullet to Fix Your CX Challenges

CCaaS (Contact Centre as a Service) AI, CX, Omnichannel, Unified Reporting, Automation, Analytics, Deflection, digital transformation…. The list of desirable jargon in the industry rumbles on in the minds of those chasing the ultimate transformation of their ‘Customer Experience’ and...

Why a Cloud Strategy Has Become Today’s Unsung Hero

Digital transformation agendas have been accelerated in both public and private organisations, where innovative cloud solutions have quickly been adopted, making a cloud strategy the unsung hero in the fight against COVID-19. It is no secret that the pandemic has already exacerbated...

Companies Still View Customer Service as an Expense, Report Finds

According to the 2020 State of Customer Service Annual Report by leading growth platform HubSpot, a third of customer service professionals believe that their organisation do not view customer experience as an opportunity for growth, which is an increase from...

Is Safety the New Currency for Retailers in the Battle for Customer Loyalty?

When face masks became compulsory in shops and supermarkets across England on July 24, coupled with President Donald Trump wearing one for the first time in recent days, the issue has once again been thrust firmly into the spotlight. For retailers...

The Future Is In The Cloud: An Interview with Jeremy Payne

Group VP of Marketing & Alliances at Enghouse Interactive Jeremy Payne took the time to discuss with Customer Experience Magazine why organisations should consider moving their contact centre to the cloud and what the common misconceptions are that people often have...

Emotion-Infused Loyalty is at The Heart of Revenue Growth

How to do cutting edge Customer Loyalty? For a question, the answer to which has long been a preoccupation of many enterprises, surprisingly few really get it right. In fact, all too many companies pay little more than lip-service to loyalty...

ContactEngine Inc. Board Welcomes Michael Beckley and Tarita Miller

A proactive conversational AI technology used by large corporations across industries, ContactEngine Inc. announced on 15 July the appointment of two new board members, Michael Beckley and Tarita Miller. Both Beckley and Miller have a proven track record in the technology...

The Effect of Digital Transformation on Customer Loyalty

As technology has advanced, it has become possible to digitise an increasing number of organisations’ interactions with customers, making the customer journey simpler and more streamlined while also cutting operational costs. The benefits of such solutions have inevitably prompted organisations...

The Secret Behind the Ideal Customer Journey

According to a study, it takes approximately 3.5 bad customer service experiences for UK consumers to stop using a product or a service. With people rapidly embracing digital in their personal and professional lives, customer expectations seem to be reaching...

The Power of Moments in Creating Memorable Customer Experiences

There is a common misconception that to create a memorable customer experience, every aspect of the customer journey needs to be flawless. This has led to a strong focus on creating efficiencies to produce a frictionless experience with the customer’s...

We’ve reached the Age of Customer-Centricity. But what DO customers really want?

The multi-level infrastructure and communications shift, demanded in large part by digitization, has rapidly become a critical issue for Communications Service Providers (CSPs). That’s because, in the telecommunications world, new subscriber growth has slowed and profits have slowly been eroded...

How to ensure a sustainable customer experience?

Ensuring a sustainable customer experience is a long term project. Sustainability represents the continuity of your business now and in the future. To ensure customers grow together with their businesses, companies need to invest time in meeting customers where they...

The Symbiosis of CX and EX: A Path To Human Experience

2020 – A global crisis or a valuable lesson? 2020 has been a tough year so far, but at the same time, it should be considered as a year of wisdom for professionals who choose to focus on the sociological...

Building CX Knowledge in Arabic: An Interview with Olga Budieri

Olga Budieri is Global Head of Customer Experience at Dubai-based international express, mail delivery and logistics services company Aramex. As a globally certified professional with more than 10 years in the logistics and transportation industry, Olga has recently started her...

Emirates Airline to Cut Workforce

Emirates airline had announced last week plans to let go some of the employees to preserve cash due to the consequences of the COVID-19. Dubai’s flagship airline stated: “We have been doing everything possible to retain the talented people that make...

Microsoft First AI Centre for Energy opens in Dubai

The US-based technology giant opened a first in the world artificial intelligence centre for energy in Dubai, so it could develop technologies to be used globally. The virtual inauguration of the centre took place on Wednesday and is based at the...

7 Actions To Emotionally Connect With Customers in Times of Crisis

The COVID-19 global humanitarian and economic crisis has forced individuals and companies to rapidly change how they live and work. Many elements of business and life are being challenged; in some cases, the next normal may look very different as new...

Traditional Customer Experience (CX) vs Meta Customer Experience (MCX): Are they the same?

The father of Management thinking, Peter Drucker said: “The purpose of business is to create and keep a customer”. No matter if you are in B2B, B2C or government organisation, the goal is to sustain and grow your business by...

South East Europe Customer Experience Awards 2020: Meet the Winners

The winners of the inaugural South East Europe Customer Experience Awards have celebrated their victory following the finals ceremony via Zoom videoconferencing platform. The first year of South East Europe Customer Experience Awards gathered contenders from across the region for the...

A Housing Firm Goes Above and Beyond for Customers During Lockdown

In light of the current situation we knew many of our customers would be extremely worried and it was decided that a simple phone call might be able to alleviate some of their concerns. Many colleagues within PA Housing volunteered...

Stay Apart But Stay Connected: The Second CX Networking Meeting

Following the success and positive feedback of the first meeting, Awards International has organised the second CX Networking Meeting, gathering around 40 CX professionals mainly from the Gulf region, but also from all over the world. The meeting’s agenda included presentations...

Free Webinar: Turn Your Contact Centre Recession-Proof With Freshworks

The current situation has made it clear that businesses need to adapt and prepare for the contact centres of the future. Whether this crisis leads to an economic downturn or not, you need to start preparing your contact centre for the...

Saudi Arabia Triples on VAT to Counter the Economic Impact of COVID-19

Saudi Arabia announces a rise in the value-added tax (VAT) rate to 15 percent, starting July 1st , according to Saudi Press Agency. Mohammad Al Jadaan, Saudi Minister of Finance, said the measures are to be implemented in order to protect...

World’s First AI University in Abu Dhabi Delays Opening to 2021

The world’s first university dedicated to artificial intelligence in Abu Dhabi has pushed its opening date for the inaugural class to January 2021 due to the COVID-19. Mohamed bin Zayed University of Artificial Intelligence (MBZUAI) was set to welcome its first...

Can We Really Be Productive In the Comfort of our Own Home?

All it takes is one major event or natural disaster to disrupt the way businesses operate, which can ultimately negatively impact productivity and the bottom line. These events can often prevent us from working in our corporate offices, conducting business...

Issues with Customer Insights: 3 Things You Might Want to Review

A recent report published by Revuze, a no-touch analytics platform examines the possible issues in understanding your customers while offering a self-service solution that solves it all. Customer insights require time, effort and maintenance since all customer data today is gathered...

5 Lessons We Learned from Corona

As we all witnessed, Coronavirus does not check your bank balance, car model, skin color, your caste, creed, religion, and even borders. It just strikes everyone without checking passport control. We have been passing through strange kind of days. We really...

UAE Tops The Fastest Mobile Broadband Speed in the World Chart

According to Ookla’s March Speedtest Global Index, UAE ranks first for mobile broadband speed with a mean download speed of 83.51 Mbps. Singapore tops the chart for fixed broadband speed with a mean download of 197.26 Mbps, while India fell by...

Confirmit Releases COVID-19 Resource Hub to Help the Insight Industry

Global CX and market research solutions provider Confirmit announces the COVID-19 Resource Hub programme of solutions to support the insight industry, lending a helping hand in building stronger future for organisations. The initiative will provide insight professionals a platform to interact...

What the future has in store: the 5 pillars of the 2020 retail reality

The extent of change in the retail industry has been remarkable. People are talking to personal shopping robots, storefronts are morphing to mirror passers-by, and consumers are using hand-held computers to digitally try on clothes from the comfort of their...

Geidea Announces Partnership with Brilliant Basics

The Middle Eastern fintech company Geidea Solutions have announced collaboration with Brilliant Basics, a design-led innovation studio, to help promote the vision for becoming a leading digital financial services company in the region. Geidea’s vision is to enable cashless payments for...

Ask the Mountains: Improving Your CX with These Unexpected Hiking Tips

I love the mountains. I love the feeling of freedom and to be on top of the world. The way you connect with nature, friends, family and yourself is unique. Interestingly enough, as a CX champion, I feel in a similar...

Cupola Partners with Avaya to Boost Contact Centre Capabilities

The leading regional BPO Cupola Teleservices joins forces with Avaya to deliver uninterrupted contact centre services to its customers while ensuring the health and well-being of employees now working remote. The company’s technology upgrade secures that services provided to customers in...

Emirates to Operate Repatriation Flights to 8 Cities

Dubai-based airline Emirates announces passenger flights plans to 8 cities across the world: Frankfurt, Jakarta, Johannesburg, Lagos, London Heathrow, Madrid, Manila and Tunis. Travellers to Johannesburg, Lagos and Tunis must contact the respective embassy or consulate in the UAE, while travellers...

RAKEZ Provides Over 10,000 Medical Check-ups for Their Workforce

Ras Al Khaimah Economic Zone (RAKEZ) has recently conducted 10,000 medical check-ups for employees working at their industrial sites. The ongoing initiative is being carried out in support with the Ministry of Health and Prevention (MOHAP) which ensured the team...

Virgin Mobile UAE Customer Care Team Going Remote

Virgin Mobile UAE, the double gold winner at the 2019 Gulf Customer Experience Awards, announces a work-from-home scheme for its entire customer care staff. The company now makes it possible for their customer staff to offer 24/7 support from their...

GCXA 20 Two-gold Winner: Ejadah Asset Management Group

At this year’s Gulf Customer Experience Awards we celebrated best initiatives in the world of CX, honouring teams’ greatest achievements and encouraging businesses to strive for excellence. We had an opportunity to sit down with Ejadah Asset Management, a company winning...

Corporate Sports UAE Announces FIFA PS4 Tournament

Corporate Sports in partnership with Dubai Sports Council and Cheesecake Digital announces a range of online sports activities, including Free-to-Enter FIFA 20 PS4 Tournament. The company made a transition to e-sports in order to provide competing activities to those who are...

The CX Professional of the Year: Maya Khalifeh, INDEVCO Group

Winning an award is a celebration of success, a cherry on top of your company’s achievements grounded on diligence, hard work and continuous improvement. To be able to gain recognition for our accomplishment and be awarded among the best of...

Incentivised Reviews: Do They Pay Off?

According to a report by Revuze, an automated market insights solution, based on over 300 thousand reviews in the Razors and Blades industry, incentivised reviews increased the average star rating of a product 3.5 per cent, while the average sentiment...

Making remote work – work

On Monday the 16th of March began the week that turned all of our lives upside down. Coronavirus hit the UK with a force and the circumstances forced entire companies to work, collaborate, and socialise remotely for weeks on end,...

When Pandemics Become Innovation Catalysts

We had several plans for the coming week. We had so many things to get done at work. We probably had plans on the personal front too and were upbeat about the next few days. And all of a sudden, the...

CX Online Masterclasses coming to your home

In partnership with world-renowned CX specialist Ian Golding, and adjusting to the current situation, we bring CX Masterclasses online, offering an abundance of CX tips of the highest quality, without the need to leave the comfort of your home. The interactive...

We connect people: 10 years of attending our Awards

We have recently started a new campaign at Awards International called “We connect people”. The idea is to collect and share the stories that have been created at our events. We find that these are a great way to meet...

CX Online Masterclasses: Learn from Home!

In partnership with world-renowned CX specialist Ian Golding, we have an exciting announcement to make.  Ian will be running a series of Online Masterclasses, giving you CX tips of the highest quality, all from the comfort of your own home!  The two-day...

Net Promoter Score – the root of all that’s wrong with customer surveys?

Well actually no!  We must remember that Net Promoter Score or NPS for short is one of the forefathers of today’s short, intelligent and low effort surveys.  Without which, many businesses would still be struggling to embed the importance of...

Emdad Choudhury on the Future of Customer Experience and the Importance of Awards

Customer Experience is everywhere – involved in our lives on a daily basis. More often than not, when you think of Customer Experience or customer service, you think of a person that was willing to help you and left you...

Gamify your 9 to 5: Design Games as a Business Tool

Most of us have fond memories playing (or arguing) our way through a game of Monopoly with the family or bringing together a group of friends for a game night. That said, few people would associate the term “board game”...

2020 UK Complaint Handling Awards: Meet the Winners

The 2020 UK Complaint Handling Awards have taken place in London, celebrating the people, companies, and initiatives behind some of the best customer service operations in Britain. Hosted by Awards International – holders of an Independent Awards Standards Council Gold Trust Mark...

Successful CRM Strategies and Organisational Behaviour Management

This article is co-authored by Edwin Best (below left), founder of The Best CRM, and Joost Kerkhofs (right), an entrepreneur and author specialising in Organisational Behavior Management (OBM), and the co-founder of OBM Dynamics, which offers globally recognised certification in OBM...