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Customer timeline planning can be beneficial to strategise your business

It’s important to track your customers’ interactions with your business. A customer timeline runs right from their first point of contact, up to their most recent purchase. This process of customer brand engagement is referred to as a customer timeline.  It...

6 trends that will shape the world of work in 2023

Over the past few years the way we work has transformed. This will continue to be the case in 2023 with more companies adopting a gig model. For many people, the gig economy is a vital source of income, especially now...

4 digital trends that will impact the retail industry in 2023

The rise of omnichannel retail has transformed the vertical, with over half of retailers adopting tools that help them sell in more than one channel. In 2023, consumer expectations and in-store and online shopping experiences will continue to evolve. As the following four trends gain...

Using gamification to boost the morale of your sales teams

With the threat of a global recession looming over 2023, prospects are – and will continue – approaching new investments with greater caution. Sales roles have become even more challenging in that regard. But, with the right revenue and mitigation strategies in place, there are still opportunities for businesses to grow.  Even...

How will AI predictions impact sales in 2023?

Despite significant gains, emotion AI has yet to “go mainstream”. At least, not in the same ways we’ve seen from other sales innovations – like social CRM and cloud-based CX. That will change in 2023, as more businesses realise value in the...

This week in CX: hybrid working is gaining more support, Amazon employee cuts & Qualtrics survey

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. And welcome to the first news coverage report of 2023!  This week, we’re looking at new data that is supporting hybrid working. This includes evidence of a Tuesday-to-Thursday work...

‘Errors of judgement, not intent’: how AI can help human error in the workplace

Human error is exactly as it says on the tin. We are all capable of making mistakes as no one is perfect and can act without flaws. The same is also true in the workplace. Though, these mistakes can be...

Are you building a check-up or check-in workplace culture?

Once again, sadly, we’re entering a period of uncertainty and recession. Budgets are stretched, profit margins squeezed. People’s productivity at work matters more than ever, as we head into a stormy 2023. EX (employee experience) and CX (customer experience) strategies are being adapted accordingly. But is change being implemented in ways that won’t stir up trouble? When it comes to...

The leadership of kindness must be BAU in 2023

Out of the trauma of the last two to three years, a trend has emerged. Organisations are now leaning into kindness and empathy. But we may have been neglecting these as business priorities in the years gone by.  Our increased vulnerability as people, whether in the...

Understanding signals from customers beyond the surveys: interview with Bill Staikos   

Last week, we had the honour of hosting an interview with Bill Staikos, Senior Vice President, Evangelist & Head of Community Engagement at Medallia. He has more than 25 years’ experience driving customer and employee experience excellence, and proven expertise...