Category: Customer Experience

It’s not just what they say, it’s what they do – look out for the feedback in your customers’ actions

Interpreting the non-verbal feedback your clients are sending your way is just as valuable as reviewing the written complaints and reviews they leave. If you are alert to changes in revenue trends, influxes of calls relating to anything new or...

My CCXP Journey

Customer Experience is an exciting and disruptive profession that is bashing down the very same barriers that the corporate world has self-embedded into its fabric for decades. Demolishing siloes, creating a customer-centric culture, and managing that transformation from old to...

The 4 barriers blocking the perfect customer experience journey

Process professionals — the people charged with mapping, scrutinising, and improving the thousands of processes required to run an enterprise — are the unsung heroes of digital transformation. According to McKinsey, 70% of digital transformation projects fail, resulting in $900bn of wasted investment. Is...

EZDubai – A story of successful innovation by Dubai South

The United Arab Emirates celebrates its golden jubilee in 2021. In five decades, it has gone from being an undeveloped desert country to reaching the red planet. No country in the world has seen a similar upward growth trajectory. As per...

How to keep your customer experience resolutions this year

So, it’s March – how are those 2021 CX resolutions going? Last year changed everything, and we all benefited from a new year to start afresh. But while we might want to scratch the last year from our thoughts entirely, there...

Customer acquisition strategy: deliver top-notch gifting experience

The pandemic has forced many shoppers online, forcing changes to customer acquisition strategy planning. With lockdowns and social distancing likely to be part of our ongoing management strategy for Covid-19, the time is now to consider what delightful gifting experiences...

5 Things You Need To Achieve Your Goals and Make a Difference In a Changing World

Today as we look at the business world, we all have an opportunity to make a difference. Whether you are a business owner of a small or medium size enterprise, or working for an employer, regardless of your title in your...

The Legacy of Don Hales

After almost 60 years in business and 20 years in the events industry, co-founder and former chairman of Awards International Don Hales passed away on February 25th, 2021.  Don started his career in financial services, after which he quickly qualified as a Fellow of the...

Time for Change

We all experienced (been involved in, or seen) changes that have worked, but often we have seen change done badly and those are the ones we tend to remember. Change is a given, a bit like death and taxes, but now...

Research Reveals a Customer Relationship Crisis

Struggling to get a clear picture of their customers, more than half of sales leaders say their CRM is costing them revenue. According to a new CRM and Sales Impact Report from SugarCRM, many companies are facing a customer relationship crisis. Forty-eight...