Category: Employee Experience

Improving donor experiences for charities: easing demand for the third sector

No sooner had charities weathered the impact of the peak-pandemic years, they now find themselves facing another huge challenge. The cost-of-living crisis is hitting us all hard. But could focusing on improving the customer experience that donors receive be the answer? A...

Neurodiversity & unbiased CX approaches: the opportunities you may be missing out on

Often one of the biggest challenges in CX can be breaking down silos within businesses. Ensuring inclusivity for those included in the working groups presents another layer of complexity. I want to discuss the value of inclusive teams, and the...

Consumer Duty is coming: how can you ensure that your strategies will be a success?

Consumer Duty is set to come into force on 31st July 2023. According to the Elephants Don’t Forget guide, it will be the biggest change in conduct regulation for more than a decade.  First and foremost, what is Consumer Duty? It...

Debunking the four misconceptions of women in tech

There is no force more powerful than a woman determined to rise! However, common misconceptions that plague our nation’s STEM industries could mean that not enough women are given the necessary confidence, tools, and opportunities to begin a career in these subjects. Let’s take the UK tech industry, for example. A report discovered that only 17% of the IT...

The importance of mentorship at every stage of CX career development

Being a woman in business is, more often than not, a fight. A fight to be taken seriously – to get that promotion and salary you deserve as much as your male colleagues. How difficult your path will be depends...

Building inclusive workplaces: interviewing Miranda Collard

Women in business and positions of leadership is a powerful thing. Female empowerment comes with authority and making a mark on the world around them. However, only 30% of women are in management roles. Protecting, uplifting, and advocating for women in...

Self-employment: which careers are ideal for opening your own business?

Although selling yourself as a professional is an art you must learn, it does not mean your chosen career is destined to create your own business. Some careers offer great possibilities when you want to work as a freelancer. This unique feature allows...

Can customer centric scheduling actually work in practice?

Customer centric scheduling is crafted for employees, for the benefit of customers. It’s a typical model to see adopted in retail especially, and other customer-facing roles. At first glance, it might seem like a great idea. But what about the...

CXM’s top 10 articles on employee mental health and wellbeing 

Between February and April 2022, McKinsey conducted a global survey of nearly 15,000 employees and 1,000 HR decision-makers in 15 countries. They found an average 22% gap between employer and employee perceptions. Employers are consistently rating workplace dimensions associated with...

Customer success competency model: how to ensure a customer-centric team

A customer success competency model probably sounds more complex than it really is. When broken down, it’s really simple to understand and implement within your business. At the heart of it, though, it’s a necessity to factor into your strategies...