Archives

Understanding the Psychology of Employee Feedback

The exchange of honest feedback is critical to the smooth running of a business and an important element of any performance management system. But this doesn’t mean it is always warmly welcomed or eagerly anticipated. In fact, performance discussions and...

What Does the Future Have ‘In-Store’?

To mark International Customer Experience Day, Valentina Candeloro, International Marketing Director at Mood Media, shares her insights on what the future holds for in-store Customer Experience… Mood Media recently conducted a study, Back to the Future: The Evolution of the In-Store...

Winner Focus: FoundIt!

Fed-up with customer frustration on retail websites, digital trailblazers FoundIt! have reinvigorated online shopping, and found themselves onstage at Wembley Stadium to receive a coveted UK Customer Experience Award. The London-based data platform firm, which helps digital retailers streamline services for...

Winner Focus: Brand Biology

Bristol-based Brand Biology has proved to be a firm which understands the science of good service with their incredible win at the 2017 UK Customer Experience Awards. The company was named Best Customer Experience Training Company at the recent gala event...

Why Is It So Hard for Water and Energy Companies to Reduce the Number of Complaints?

The journey from being an engineering and infrastructure management business to becoming a consumer brand (or at least behaving like one) is a difficult one. As the latest customer complaints figures on the water industry show, simply ensuring supply and...

9 Game Changing Strategies for Your Online Customer Experience

Poor online customer experiences can be disastrous for a company’s sales. As an entrepreneur, you need to look at ways to enhance your online shoppers’ experience. Customer Experience is all about knowing what your buyer wants and working towards making...

The CX Factor

It was a night that entrants will remember for a long time, and winners will never forget – the 2017 UK CX Awards brought the country’s premier companies with a true passion for their customers together at London’s Wembley Stadium. The...

Growing Global: Bicester Village a Microcosm of Global CX

Nan Russell, Head of InMoment’s Global Centre of Excellence, discusses the impact Chinese consumers are having on the European Customer Experience. At an iconic British rail station in the heart of London, an announcement for a train bound for a...

How to Increase Employee Efficiency in Contact Centres

As many of you know, your employees are the most important part of your contact centre operation. They are also the most expensive, taking anywhere between 50% – 90% of the overall annual contact centre cost. It then stands to...

Business plan: How to write the financial summary

The financial summary of a business plan could be regarded as the lifeline of the business. It is what breathes an air of life and practicality into the business. The financial section many times appears at the back of the...