Category: Blog

CX: Harnessing the Human Factor

Phil Durand is Director of CX Management at Confirmit and  judged at the 2018 UK Customer Experience Awards. Perhaps the most telling observation from judging at this year’s Customer Experience Awards is that passionate and personal accounts from CX professionals made...

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Storytelling: The Secret to CX Success

Phil Durand is Director of CX Management at Confirmit and  judged at the 2018 UK Customer Experience Awards. The nominees for the Best Use of Insight & Feedback category – which was won by BT Consumer – at this year’s UK...

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Customer Experience: The Agony and the Ecstasy

Basia Szumska-Hare, a Global client Director at Capita IT Enterprises is a judge at the 2018 UK Customer Experience Awards. It’s been one of those days today, I feel terrible, and it’s all about one of my customers. I won’t go...

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Ask Ian: What Does Awards Success do for my Business?

Customer Experience specialist Ian Golding, author of Customer What: The Honest and Practical Guide to Customer Experience, writes for Customer Experience Magazine, offering his expert insight to help businesses improve their CX offering.  You can also join Ian for the upcoming CX...

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Take a Chance on Poor Customer Experience? Mamma Mia, No!

In the midst of the ‘Experience Economy’, where Customer Experience is the key driver of lasting customer relationships and loyalty, many organisations still leave things to chance. Instead, a clear customer strategy is essential to design and deliver coherent, meaningful...

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Ask Ian: How do I Recover From a Customer’s Online Public Complaint?

Customer Experience specialist Ian Golding, author of new book Customer What: The Honest and Practical Guide to Customer Experience, writes for Customer Experience Magazine, offering his expert insight to help businesses improve their CX offering.  To ask Ian a question on...

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Building a Strong Link Between Brand and Customer Experience

In a recent Enghouse webinar we were privileged to be joined by Kim Bright from LEGO Education who discussed the relationship between their brand and Customer Experience, and how it is interwoven with everything they do. Listening to LEGO and...

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Ask Ian: Journey Mapping in Your Customer’s Shoes

Customer Experience specialist Ian Golding, author of new book Customer What: The Honest and Practical Guide to Customer Experience, writes for Customer Experience Magazine, offering his expert insight to help businesses improve their CX offering.  To ask Ian a question on how to...

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Delivering Digital Excellence

As we approach the finals of the 2018 UK Digital Experience Awards, it’s worth asking what organisations can do to achieve Digital Customer Experience excellence. Already, ‘digital’ permeates virtually every aspect of our personal lives, from social media interactions and online...

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mr employee experience

Mr Employee Experience: Anything’s Possible with DRP

Ben Whitter is known as Mr Employee Experience in business circles, and his role as a global Employee Experience (EX) leader brings him into contact with many companies keen to improve how they accommodate their most important resource – their...

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Ask Ian: Making Customer Personalisation Simple

Customer Experience specialist Ian Golding, author of new book Customer What: The Honest and Practical Guide to Customer Experience, writes for Customer Experience Magazine, offering his expert insight to help businesses improve their CX offering.  To ask Ian a question on...

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Ask Ian: Gold Standard Advice from Customer Experience Kingpin

Customer Experience specialist Ian Golding, author of new book Customer What: The Honest and Practical Guide to Customer Experience, today begins a new feature in Customer Experience Magazine, in which he offers his expert insight to help businesses improve their...

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Mr Employee Experience: Igniting Ideas at IGNIS

Ben Whitter is known as Mr Employee Experience in business circles, and his role as a global Employee Experience (EX) leader brings him into contact with many companies keen to improve how they accommodate their most important resource – their...

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Customer What?: Exclusive Excerpt from new Book by Ian Golding

Customer Experience professional consultant Ian Golding is well known to CXM readers thanks to his role as a Non-Executive Editor and a CX Masterclass leader, but his influence is expanding dramatically with the recent publication of his first book, Customer...

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Delivering an Unmatched Customer Experience in the Digital Age

Creating highly engaged customers is forcing companies to provide their customers with a consistent experience whenever and wherever they need it….digitally. Did you know that highly engaged customers buy 90 percent more frequently, spend 60 percent more per purchase, and have...

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mr employee experience

Mr Employee Experience: Star Struck at Startle

Ben Whitter is known as Mr Employee Experience in business circles, and his role as a global Employee Experience (EX) leader brings him into contact with many companies keen to improve how they accommodate their most important resource – their...

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Mr Employee Experience Finds EX is in Fashion at River Island

Ben Whitter is known as Mr Employee Experience in business circles, and his role as a global Employee Experience (EX) leader brings him into contact with many companies keen to improve how they accommodate their most important resource – their...

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Seven Signs Your Employees are Unhappy (and What to do About It)

The link between creating a positive Customer Experience and an engaged workforce is widely accepted, so why do we find it hard to build motivated teams that are passionate about the companies they work for and ready to go the...

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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...

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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...

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