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Are you Worth More?

The US Bureau of Labor statistics found that companies with fewer than 100 employees gave only 12 minutes of manager training every six months. Organisations with 100-500 employees provided just six minutes. And if this holds true for managers, how much...

Five Tips for a Top Omnichannel Strategy

Let’s talk about unicorns. Yes, that’s correct…unicorns. Or better still… mermaids and centaurs. Or for that matter, omniagents. Yes, omniagents – the most mythical creature of all. That one contact centre agent with the linguistic ability to be a gifted email...

Trust Us: Building Confidence in Human-Like Artificial Intelligence

In the face of an uprising by technologically savvy, nimble upstarts – such as Revolut, Monzo and Deliveroo – which have automation and digital service at their core, more and more businesses are rightly looking to technology to help engage...

Three Steps to Effective Customer Journey Mapping

Companies that intentionally make an effort to be customer-centric are known to be more profitable. One of the tools that businesses can use to improve customer-centricity are customer journey maps. In fact, observing, and acting upon the whole customer journey has...

Employee Mental Health: End the Stigma

Within every business, there will be those who suffer in silence to the point that control is lost and the very act of getting out of bed can become utterly overwhelming. Employees are still reluctant to share mental health information with...

Manuela Pifani: The Art and Science of Customer Experience

Manuela Pifani is proof, if proof were needed, that award winners go on to achieve amazing things – on top of the success that brought them to the awards podium in the first place. Having been at the vanguard of helping...

The ABCs of Customer Service Excellence

You might look at some other companies with envy, the kind of companies that customers love – which create buzz and are referenced by impressed CX professionals. Yet your own company could be the kind that others look up to when...

From Winner to Judge: Why I Brought my Expertise to an Awards Judging Panel

Mandy Holford is Director of Customer Services at contact centre solutions firm Echo-U, and recently judged at the 2018 UK Complaint Handling Awards. Here she describes, in her own words, how she went from an award winner herself, to a...

How Skipton Building Society put Customers at the Heart of their Business

Skipton Building Society is the fourth largest building society in the UK, with 95 branches located across the country and a contact centre based in Bury, Lancashire. With entries now open for the 2018 UK Customer Experience Awards, we look...

E-Commerce Returns: Maximising Customer Satisfaction and Minimising Profit Loss

Online retailing has expanded rapidly; the growth of the internet and advancements in delivery capabilities have seen many small businesses take advantage of this, selling through online marketplaces to maximise their reach. These global marketplaces are predicted to own 39...