Archives

Building Shelf Esteem: The Rise of Electronic Labelling

Physical stores will end up as showrooms – just one of the outcomes predicted from the growth of online shopping. But with around 90 percent of retail transactions still taking place in-store, it hasn’t come to pass. That’s not to say...

The Automation Paradox

Reading the latest technology news or skimming through this year’s topics for customer service conferences, it’s not difficult to picture a not-so-distant future where customer service jobs will be taken over by robots. According to research, six percent of all US...

Claire Sporton: ‘AI Should Augment our Amazing Human Brains’

The robots are coming…but not as fast as some might think. That is the prediction of Claire Sporton, the recently appointed Senior Vice President of CX Innovation at ‘Voice of the Customer’ experts Confirmit. The London-based long-time CX professional has spent many...

Seizing Competitive Advantage Through Tech ‘Easing’ of CX

For any organisation operating in the telecoms sector, seizing competitive advantage is a greater challenge now than ever before. Consumers have an ever-expanding array of choice when it comes to products, and the omnichannel nature of modern shopping means that...

Dangers of a Negative Digital Experience

Social media management platform Lithium Technologies recently commissioned a survey of 2,000 UK consumers to determine how they feel about the myriad of channels available to them when contacting a brand. Here they present what a negative experience can mean...

Customer Journey Mapping: Three Key Components

Customer journey mapping is a popular topic these days and for good reason, considering ever-increasing customer expectations, the many ways customers interact with companies, and a growing competitive landscape among brands. Conducting a mapping project can be a powerful tool...

The Importance of Employee Experience Design

With the 2018 UK Employee Experience Awards just around the corner, FDM is proud to be a partner and hear all the amazing stories about how companies are adding real value through EX. In a series of blogs, we have shared...

The Age of the Digital Dinosaur is Over

You’re in business. You’ve been in it long enough…no longer do you have to do quite so much sales and hustling.  While you’re a professional who knows what they are doing, the new world of business can often seem a little trickier...

HR: Leading Through Employee Experience

How can HR professionals lead through Employee Experience? What difference does it make in practice? With demand for exceptional employees at an all-time high, especially those with unique skill sets, talent is controlling the market in 2018, not companies. Walk into...

Mind the Gap: Identifying the Missing Link at your Contact Centre

Every time someone calls your contact centre for the first time, you know nothing more about them than their phone number. An IVR may help to perform some filtering, but you’re still in the dark with regards to where they came...