Category: Customer Experience

Staying on Message

In the words of Clean Bandit, “I’ve been hearing symphonies, before all I heard was silence”. A symphony is a long, elaborate musical composition performed by an orchestra and, here, Roxanne Abercrombie of business automation specialist, Parker Software, explains how...

Welcome to the Age of Empathy

In today’s digitally connected society, it’s more important than ever to understand and properly demonstrate empathy.  According to Belinda Parmar, CEO of The Empathy Business, empathy is just as important in business communications as it is in personal communications. Empathy...

Take Your Customer for Granted at Your Peril!

Disintermediation is a term which has gathered considerable momentum in the last couple of years. Far from merely serving as an annoying piece of business jargon used by financial journalists and FTSE fat cats, this mouthful of a word has...

Influencer Marketing and How It Works

What is influencer marketing and how does it work? For those who haven’t heard the term ‘influencer marketing’ (where have you been?) or aren’t quite clear on what it means, here’s TapInfluence’s definition: “Influencer marketing is a type of marketing that focuses on using key leaders...

Deliver ‘Branded Customer Experience’ with These Ten Tips

Top CX tips for delivering a ‘Branded Customer Experience’. Over the last 10 years we have had the pleasure of working with many global organisations, across many sectors; retail, financial services, telecoms, technology, hospitality, professional services on the design and implementation...

We Need Genuine Customer Experience Metrics

Customer experience is a philosophy and culture that puts the customer first in the belief that the best way to meet organizational objectives is to meet customer objectives. The wrong metrics, the wrong behavior. The right metrics, the right behavior. Many...

Aldi to Convert All UK Stores to CO2 Refrigeration

UK: Aldi is to convert all its UK stores to use CO2 refrigeration, the German discount supermarket chain has announced. Up to 100 of its stores are set to be converted by the end of 2018, at a cost of around £20m. Aldi says...

Keeping an Ear to the Ground on Travel

Sweltering tubes, stuffy offices and public parks bursting with over-exposed flesh; it must be that time of year again. ‘Where are we going to go?’ My other half quipped after a particularly busy week at work, requiring me to carefully...

Enhancing CX through Smart Price Management Tools

The fashion retail landscape must adapt to changing consumer habits. Agata Sadowska, Vice President of Sales and Projects at MariElla Labels Oy, explains why technologies which marry the physical stores with digital retail spaces are becoming a default for any...

Step Inside Amazon’s Corporate Castle

From rooftop dog parks to machine learning lifts, WIRED gets rare access to Amazon’s offices in Seattle DAY ONE AND DOPPLER The pair of 36-story towers were opened in 2016 and are the centrepiece of the newly designed Amazon campus. Doppler refers...