Archives

Mr Employee Experience: Star Struck at Startle

Ben Whitter is known as Mr Employee Experience in business circles, and his role as a global Employee Experience (EX) leader brings him into contact with many companies keen to improve how they accommodate their most important resource – their...

Sorry Boomers, Millenials Really do have it Tougher in Finance

Are millennials – or as they are also known, Generation Y – really that bad with money? They are often labelled as being frivolous with cash and marketers try to capitalise on this. However, Manchester-based Freedom Finance has carried out...

Look Who’s Talking? Why Brands Must Focus on the E-Commerce Experience Ahead of Voice and Visual Search

Convenience, simplicity, and recommendation has become the maxim for modern consumers. A recent study suggested that global retail e-commerce sales amounted to 2.3 trillion US dollars in 2017, with that figure expected to double by 2021. Additionally, mobile will account...

The Fundamental Point Missed When Improving Customer Experience

The successful rise of tech-first companies such as Amazon and Uber have taken service delivery and Customer Experience to new levels. This has bought into stark focus the quality of service provided by longer-established companies. Customers now expect the same high...

Mr Employee Experience Finds EX is in Fashion at River Island

Ben Whitter is known as Mr Employee Experience in business circles, and his role as a global Employee Experience (EX) leader brings him into contact with many companies keen to improve how they accommodate their most important resource – their...

Customer Service Quality: Are you Overestimating Yours?

Aligning consumer expectations of what constitutes good customer service with what is realistically deliverable has always been a delicate balancing act. But new research, carried out by Arvato in the USA, suggests that the gulf between the two may be...

Seven Signs Your Employees are Unhappy (and What to do About It)

The link between creating a positive Customer Experience and an engaged workforce is widely accepted, so why do we find it hard to build motivated teams that are passionate about the companies they work for and ready to go the...

Where Employee Benefits and Wellbeing Meet

What do wellbeing and benefits have in common? Simple – they both have a huge impact on employees. Yet too often they are treated like separate business needs. Both play a crucial role in shaping Employee Experience, so an integrated...

Employee Burnout: Spot the Warning Signs

According to the Health and Safety Executive, around 12.5 million working days are lost due to work related stress in 2017, with 526,000 British workers suffering from mental health issues such as depression and anxiety. Following these statistics, Ciara Morrison, Head of HR and Talent...

GDPR: What it Means for Customer Experience

May sees the arrival of the much anticipated General Data Protection Regulation (GDPR). Much has been made of this new legislation, and in the months preceding its advent there has been considerable speculation, hype, and to some extent scaremongering regarding...