Category: Employee Experience

an image showing colourful brain looking at the future of work

The future of work: An interview with Jacob Morgan

Over the past year or so, the concepts of leadership awareness, emotional intelligence, and employee mental health became a central topic for EX and HR professionals worldwide. We saw first-hand how COVID-19 and other social events around diversity and inclusion...

0
(0)
an image showing a young woman having a zoom call on hybrid work model

The future of hybrid work model: glimpses from Ei Evolution Summit

Over the past year, the number of so-called remote work experts and hybrid work advocates grew dramatically. However, implementing work from home takes careful planning and often requires external help from an expert. If not implemented intentionally, remote work can...

0
(0)
an illustrated image showing people connecting dots in order to design meaningful employee experience

Designing a meaningful employee experience: An interview with Belinda Gannaway

Last year, it became crystal clear that companies have to simultaneously invest in CX and EX development. These two internal business processes have to be aligned for long-term sustainability and growth. Belinda Gannaway, Strategy Director at FathomXP, recently spoke with...

0
(0)
An illustration shows people working on an hourglass and a tree, which represents employee wellbeing.

Employee wellbeing in 2021: Tales from the contact centre

Throughout the pandemic, people turned to contact centres to get the crucial help, assistance, and information they needed. With shops shut, information offices closed and banks unable to open, customers had little option than to call a contact centre to...

0
(0)
A group of people builds a new framework for sustainable growth by socializing in nature.

Finding a new framework for sustainable growth

Uspire Group, the silver winners in the category Employee Engagement Innovation and Transformation at the UK EX Awards 2021, shared their journey with the CXM team. We are delighted for the opportunity to learn from such an inspiring leadership story. As...

0
(0)
An illustration shows the most relevant categories for employer brand, including ethics, responsibility, trust, morality, and more.

Lessons from lockdown: why customers care about your employer brand

The pandemic has taught us many things and gave some companies a costly lesson of how to look after their employees. As it turns out, the way employers treat their employees has an impact on customers’ loyalty and their general...

0
(0)
A vector illustration showing the process of healing and overcoming mental health challenges.

Overcoming mental health challenges with the right CX approach

Millions of people all over the world found themselves forced to change their purchasing behaviours overnight, which had a strong impact on global trade. The pandemic was a turning point for customers’ relationships with companies and their service teams. People’s...

5
(1)
Leading with empathy

Leading with empathy: An interview with Ross Wainwright, CEO of Alida

In May this year, Alida, a creator of the world’s first CXM & Insights Platform, has been awarded the Great Place to Work® certification. This was a wonderful invitation for our team to meet up with Alida’s CEO Ross Wainwright...

0
(0)
UK CX and EX Awards

People at the heart of everything: UK EX&CH Awards 2021

Last Thursday the Awards International team had the great pleasure to host the UK EX&CHA Awards 2021 event. Once again, the online event exceeded all our expectations by bringing a handful of outstanding presentations and brilliant conversations. We had an amazing time...

0
(0)
Three people fostering employee learning and development

Fostering employee learning and development in the post-pandemic world

Have you ever been on mandatory workplace training? The one that seemed pointless and too far away from your personal goals, but you still had to spend many hours attending it? You might have even felt too overwhelmed afterwards, finding...

0
(0)
Three people talking about the importance of prioritizing employee experience

Prioritizing employee experience for long-term success

Customer loyalty is an increasingly important commodity. KPMG has run a survey on the topic, interviewing consumers across 20 different states in the world. More than half of them say they would remain loyal to the favourite brand after a bad...

0
(0)
An agent in the contact centre working on a next-generation workforce management solution

Calabrio guide: Building next-generation workforce management

As the next-generation workforce management (WFM) challenges continue to arise and evolve in this turbulent time, new solutions are required for better results and long-term value. Contact centre leaders are undergoing constant pressure to maintain service levels and drive efficiency while...

0
(0)
Cloud-enabling technology used by a girl for work

Cloud-enabling technology at the heart of business development

In the last year, the unforeseen effects of the pandemic have been a catalyst for prolific change in how brands and organisations engage with their customers and employees. The contact centre moved to the cloud and its agents swiftly adapted to...

0
(0)
A man pointing his finger on the screen with B2B written on it.

Building B2B trust for more customer-centricity

Building B2B trust can enable businesses sustainable growth, customer-centricity, and employee satisfaction. Learn about a model that can help companies integrate cross-team collaboration and break silos effectively. In my many years as a practitioner and consultant in the field of...

0
(0)
Woman using workforce managing solution to communicate

Spark kicked off a new initiative with Calabrio to align customer and employee experiences

Spark, New Zealand’s telecommunications and digital services company, chooses to support 1500 employees in the multi-channel customer services with the help of Calabrio. The cloud-first workforce management solution coming from Calabrio should enable Spark and other companies to balance customer and...

0
(0)

UK Employee Experience Awards 2021: Finalists Revealed

Recognising the challenging new realities of employment, the 2021 UK Employee Experience Awards will be a LIVE Online experience, bringing the magic and excitement of the in-person awards event to the comfort of your office or home this May. Aspen Healthcare,...

0
(0)
A female employee representing the benefits of remote working

Are there any benefits of remote working for female employees?

All employees have seen sweeping changes over the last year and everyone is experiencing some degree of disruption. But the impact of Covid-19 has not been evenly spread. It has hit people in different ways; while some are thriving and...

0
(0)
The image explaining the impact of internal communication

The impact of internal communication on business success

Effective communication is fundamental to all successful businesses. Clear, consistent information is vital in maintaining the engagement of employees in their work and customers in the company brand.  Many businesses – mistakenly – view the challenge of internal communications as a...

0
(0)
an image of two rocks representing bridging the engagement gap

Bridging the Engagement Capacity Gap

Brands are caught in a maelstrom of change, the impact of which will be felt for years to come. The pace of digital transformation has accelerated dramatically, and it has brought increased consumer demand for self-service and social media-based interactions,...

0
(0)
A photo showing two persons being linked through community and empathy

Can CX learn from volunteering during the Covid-19 Pandemic?

According to recent research, engagement with volunteering has increased in younger people whilst decreasing in over 55s. This is most likely driven by the need to self-isolate and the more vulnerable needing to shield. Whilst I have experienced a general...

0
(0)
1 2 3 27