Category: Uncategorized

Keeping Your Eye on the Prize

You have the power to choose your experience. It’s all up to you and it’s your choice if you are first, second or third place. It’s also up to you to even get in the game. You need to accept...

Customer Experience, Isn’t that Just Another Name for…

It has to be the biggest question I have heard this summer! “Ah, so you work in Customer Experience, isn’t that just another name for…” and then the top trumps list unfolds! So it seems that across all industry sectors, people...

CX expectations – Does age really matter?

With customer satisfaction scores and the voice of the customer playing an ever increasing part in modern day business, customers have more power than ever before to influence key business decisions. Times are definitely changing and with it raises the...

Affordances, Rituals and Fundraising

As part of building an effective brand experience, organisations often have to balance investment in enhancing brand engagement against the pressure to ruthlessly prioritise initiatives and reduce costs. The same applies to not-for-profits and charities, that are increasingly under pressure...

Movember Is All About New Style and Heightened Awareness

“On 2003, two mates met up for a beer in Melbourne, Australia, and the idea that sparked Movember was born. The moustache had all but disappeared from fashion trends. Could they bring it back? They found 30 guys willing to...

Welcoming Disabled Customers – Guidance for Retailers

The Association of Convenience Stores (ACS) has launched new guidance for retailers on how to meet the needs of disabled customers in store. The guide has been developed in partnership with the Business Disability Forum, and covers a range of issues...

Take It Personally

Personalising the Omni-Channel Ecommerce Experience By Mike Austin, CEO of Fresh Relevance It probably won’t come as a huge surprise that many organisations whether B2C or B2B still don’t engage in even the most basic levels of personalisation in their...

Walk the Talk

By Josh Santos, Director of Customer Success and Worldwide Support, Clarizen Standfirst; Clarizen found that when it comes to customer success, it had to listen to the messages from its own sales force about the power of the cloud before it...

The Power of Personalising Your Customers’ Payments

By Grant de Leeuw, General Manager Europe, TALKINGTECH Never has there been such an exciting time to be involved in the payments industry, with new innovations for both customers and businesses launched almost every week it seems. Gradually we’re witnessing some...

Customer Management in a World of Intermediaries and Brokers

“Do You Understand How It Works?”by Alan Thompson; Head of Financial Services at Customer Attuned The world of insurance is complex. Customers are buying an intangible product. It’s hard for them to see beyond a complicated policy document with pages...