Category: Employee Experience

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,...

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...

Gaining customers through meaningful relationship building

In this, the fourth in a five-part series on gaining and retaining clients in 2021, we spoke to Jamie Thorpe, Head of Experience Management at Ipsos, who is a long-standing member of the CX professional community having worked on the...

Virtual Onboarding: Delivering an Excellent Remote Experience

As wonderful as technology has been in terms of powering operations and keeping communication flowing during the pandemic, it doesn’t naturally make for a personable onboarding experience. To use one example, video conferencing enables visual and verbal communication, but experts...

Gaining Customers: Securing a Positive Employee Experience

In this, the third in a five-part series on gaining and retaining clients in 2021, we spoke to Nick Lygo-Baker, Founding Director of Paradigm CX, who help optimise the engagement experience to enrich the lives of customers and employees! What is any organisation...

Recruiting and Onboarding New Starters in a Virtual World

Long before Covid-19, working remotely was a benefit many businesses offered their employees, alongside additional holiday or private health insurance. But as hybrid working shifts to become ‘business as usual’, it’s hard to imagine exactly what the world of work...

Gamification: Employee Retention Strategies in Customer Service

It’s no secret that employee retention is one of the largest operational issues facing companies around the world. From profitability to workplace morale and service quality, a high staff turnover rate can be detrimental to all aspects of a business. As...

Why Workwear is Important for Remote Employees

As new lockdowns come into effect, remote working is becoming more widespread again. Offices have been instructed to close in order to manage the spread of the virus. While some workers jumped at the opportunity to go back into offices...

How To Support Staff Through Redundancy

The COVID-19 pandemic has presented tough times for businesses in every industry and many employers are having to make difficult decisions regarding the future of their workforce. A recent study by Acas found that over a third of employers are...

H&M Germany Fined £31.9M for GDPR Violation

The world’s second-biggest fashion retailer was today handed a monumental fine for violating the European Union’s General Data Protection Regulation (GDPR).  A German subsidiary of Hennes & Mauritz AB (H&M) was fined €35,258,707.95 (£31,910,364.75) by the regulatory body of the Hamburg...

Fast-tracking a Remote Workforce: What’s Next for IT Teams

The COVID-19 pandemic has changed the world of work forever. Teams became virtual overnight. Employees embraced collaboration tools and video conferencing technology as part of their new day-to-day. Organisations have moved huge sections of their business online much faster than...

Relevance: The Key to Organisational Engagement

Employees within your organisation — no matter where they rank in the org chart — are a lot like the customer of today. Rather than being interested in communications that are all about telling the company story (i.e., “Look at...

The True Cost of Putting Your People Second

“We are in unprecedented times!” That is the declaration that I have heard over and over for several months now, and it is usually the start of an announcement about cutbacks, site closures, and redundancies. In many aspects, we are in unprecedented...

2020 UK Employee Experience Awards: Winners Announced

The winners of the 2020 UK Employee Experience Awards have been revealed at the Live Online event on 10th September, celebrating teams and individuals who are committed to improving the employee experience. Finalists were competing to secure Gold, Silver and Bronze...

Managing Teams Effectively in The New Blended Workplace

Recent reports show that the blended workplace is very much a reality. Nearly 1 in 5 UK workers plan to work from home indefinitely, half expect to go into the office every day, and two thirds of Londoners plan to...

How Remote Working Encourages Compassion In The Workplace

There is no question that video calls have become a lifeline for many over the past few months. Sales of the software have skyrocketed, virtual happy and coffee hours were our new favourite pastime, our workdays became cluttered with video...

You Are on Mute: The Perks and Downsides of Working From Home

A new study on productivity and employee well-being in a remote-first workplace find inadequate tools, lack of consensus on digital etiquette and guidance as major challenges in this type of working environment. The international study conducted by digital transformation leaders, Adaptavist,...

Diversity and inclusion in CX

A lot is written about diversity and inclusion in CX in recent times, but not merely enough. In my opinion, there are two sides to the diversity ‘coin’ and, when it comes to the contact centre, inclusion is equally important –...

The Startling Lack of Human Centricity in the Candidate Experience

The initial interactions candidates have when dealing directly with organisations represent the very first opportunity to demonstrate who you are, your people values and to build a relationship that may live long in the memory, irrespective of the application outcome. All...

Having a Friend at Work Makes the Job Easier, Research Says

According to research collected by Instant Offices, having friends in the workplace can positively affect mood and workflow. Sixty-six percent of British workers say having a friend increases job satisfaction, while over half of UK employees think that having a ‘work...