Search Results for: strategy

Five Reasons Your Digital Analytics Strategy is Hindering Your CX

These days, an ever-increasing number of customer interactions are taking place over digital channels and every digital interaction offers an incredible source of customer intelligence for organisations to tap into.  With every digital visit, customers leave a valuable trail of digital...

Creating a Strategy to Support Growth

I was recently tasked with considering the possible challenges of creating a large-scale customer service centre. I looked at how to combat these challenges and ensure a healthy balance between a traditional call centre and a start-up operation. The ideal workplace In my...

Company Strategy: A Staff Concern

I’m always fascinated by the many different reactions I get to the question: “What is your company strategy?” They range from: “Of course we have a strategy!” (a nice way of not answering the question), to some very succinct verbalisations...

CX Strategy Earns O2 Awards Success

One of the premier names in British communications, O2 (Telefonica), achieved two huge win at the 2018 UK Customer Experience Awards. The brand won Gold in the Best Customer Centric Culture – Strategy/Project category, before going on to be named CX...

Customer Strategy: The Missing Link

‘Customer strategy’ is one of those terms that, to many strategists, means nothing at all. They will undoubtedly be extremely familiar and confident with defining a ‘business’, ‘growth’, ‘marketing’, ‘digital’, or ‘people’ strategy, but having the word ‘customer’ in front...

Five Tips for a Top Omnichannel Strategy

Let’s talk about unicorns. Yes, that’s correct…unicorns. Or better still… mermaids and centaurs. Or for that matter, omniagents. Yes, omniagents – the most mythical creature of all. That one contact centre agent with the linguistic ability to be a gifted email...

Oiling the Wheels: Devising a Friction-Free CX Strategy

Going frictionless – finding and removing pinch-points and problems to create a hassle-free Customer Experience – is likely to figure highly this year for companies wanting to improve the way they engage with customers. If you can do this successfully...

How Involved Are HR and Your Frontline Staff in Your CX Strategy?

Ensuring your customer experience strategy is effective relies on creating a seamless experience which takes advantage of the various omnichannels your customers want to use and that the company can support appropriately. If you do not have the right technology,...

Put Emotions at the Heart of Your Video Strategy

In my experience, the number one enemy of content marketing is… more content. Every single minute, hundreds of videos are uploaded to YouTube, thousands of blog posts are published, and millions of social media accounts are updated. In fact, Beckon, a...

Three Ways to Create a More Targeted Marketing Strategy

Building and creating optimised digital experiences have been the focus of marketing teams since the early days of the internet, yet the focus has always been on the execution of marketing programs rather than the consumer. The key performance indicators...