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CCXP Exam Workshop Places Filling Fast – Book now for Early Bird Offer

The upcoming CX Professional Masterclass is now sold out, but there is still time for you to book your place at the CCXP Exam Preparation Workshop, held in Stevenage on April 18, with an Early Bird Offer available until the...

Early Bird Catches the Worm in 2018 UK Customer Experience Awards

The 2018 UK Customer Experience Awards will bring the cream of British CX talent back to London’s Wembley Arena this autumn, and potential entrants are being encouraged to take advantage of the Early Bird Offer to save businesses an amazing...

The Killer Mistake Preventing Employee Engagement Lift-Off

There is one stand-out mistake we see more consistently than any other within employee engagement approaches. It is a mistake so bad that it completely ruins organisations, plunges them into deep crisis, and ensures a significant lack of ‘buy-in’ into any...

Keeping up With Customers’ AI Expectations

Forget keeping up with the Joneses, today it’s all about keeping up with Artificial Intelligence (AI). AI assistants now live in our back pockets, and smart speakers now run our homes. This makes home life simpler and smarter than ever before....

Drunk, Depressed, Gained Weight: Customers Reveal Reasons for Spending Sprees

UK  marketplace Onbuy.com reveals the results of research into the shopping habits of  1,550 customers, and their reasons for making online purchases…   ...

Now it’s Personal: Utilising Personalisation Techniques to Enhance CX

Applying even the most basic psychological principles will tell you increased personalisation is essential for improving Customer Experience. It is a well known fact that people gravitate towards the people, places, and things that resemble themselves. As a result, customers are...

A United Approach to Revolutionising Complaint Handling

The 2018 UK Complaint Handling Awards took place in London in February, and as a Customer Service Trainer, I was honoured to be invited to join the panel of judges. Our panel was given responsibility for judging the Proactive Complaint Handling...

Toilet or Train?: Where do Brits Prefer to Shop Online?

UK  marketplace Onbuy.com reveals the results of research into the shopping habits of  1,550 customers, and their preferred place to make online purchases…     ...

Employee Advocacy: More Valuable Than Retention

HR directors often cite retention as one of their top priorities, and according to Personnel Today, it’s one of the most important metrics for people analytics. It makes sense after all the investment that goes into finding the right people at...

Take Charge of Chargebacks

During Christmas, £17billion worth of goods are said to have been bought online alone, with an expectation for £2.5billion worth of returns to come back. With retailers and suppliers feeling increasing pressure to fine-tune their logistics and supply chain strategies...