Category: Employee Experience

3 practical strategies to help customer service agents overcome “The computer says no”

“Computer Says No” may be a phrase that most people in the UK associate with a comedy sketch, but it is a real and frustrating reality for contact centre agents. When resolving customer issues, agents usually follow a defined process, like a decision tree, where a system provides recommended steps to follow for customer resolution...

How marketing can help connect CS and sales to foster a more unified revenue team 

Siloed departments spell trouble for customer retention. While 95% of B2B SaaS companies have customer success (CS) teams, seamless customer experiences demand cross-functional harmony. Sales, marketing, and CS must collaborate and align as one revenue team to anticipate industry shifts. Shatter...

From sales to success: The revenue impact of customer experience training

While the onus of generating revenue historically fell on sales teams, customer success teams also play a pivotal role in this process. Sales teams are tasked with initiating conversations and building relationships with potential customers to close the deal while...

The Law of Congruent Experience: Unlocking Higher Customer Satisfaction Through Employee Happiness

In the complex tapestry of modern business, customer satisfaction stands as a beacon of success and sustainability. It’s the pulse that measures how effectively a company meets the needs and expectations of its clientele. 84% of companies that embark on...

Employee experience design as a lens and valuable tool

It feels like everyone is bought into the idea of employee experience. It’s a hot topic in most HR circles. It’s become a profession in its own right. But how many companies are truly embracing it? What if it wasn’t an all or nothing? Just imagine a workplace where everything is carefully designed around your...

Breaking barriers for women in leadership: 4 simple tools to enforce in your organisation

It is no secret that it is more difficult for women in business to achieve leadership positions within their organisations. There are several reasons for this, including gender bias, lack of opportunities, and work-life balance challenges. Women in leadership is a...

Lifting as we climb: mentorship and the rise of women

International Women’s Day, to me, marks an important moment to pause and take stock. It’s important to recognise that momentum is building when it comes to women rising to leadership roles in major corporations. Many corporations are actively increasing their...

Good CX cannot exist without good staffing

The recent Centre for Retail Research figures showed that around 120,000 retail jobs were lost last year. While some job losses could not be avoided as behemoths of the UK’s high street collapsed, other retailers are reducing staff numbers to...

Doing it deskless: the rise of gig CX, freelancers, and hybrid settings

The term ‘workspace’ has undergone several generational shifts as people are beginning to adapt to different work environments. Last year, it was recorded that more than half of employees have flexible working arrangements in their current role. The change from a permanent office set up to...

The impact of the cost of living crisis on environmentally conscious choices in 2024

This piece was co-authored by Agop Ashjian, CEO of Shipup, and Edward Drax, CEO of Yocuda. The environmental crisis is a growing issue for both retailers and customers. A report by Recycling Lives found that 81% of people prefer to buy from retailers with an eco-conscious...