Tag: Employee Engagement

Finding the balance with hybrid working

Businesses are still struggling to find the equilibrium with remote and hybrid working; ensuring that productivity and efficiency levels are high. Even though we have all been remote working at home for the past couple of years it is still new territory to navigate.  The shift...

Which changes need to be enacted to protect the wellbeing of call centre agents?

Call centres are at the heart of many large organisations. But its employees are under an increasing level of pressure to meet the rising demands of customers.  How can customer service agents ensure they are looking after their mental health? What...

Workplace AI is setting new standards for businesses 

The rapid evolution of AI technology has captured the public interest. Already, it is having a significant impact on the way we communicate with one another in our daily lives.  With further investment into chatbot technology from major players like Microsoft and Google, advancement in the space is inevitable. The integration of AI into businesses is...

What impact is the cost of living crisis having on the employee experience?

Stress in the workplace is one of the biggest threats to employers’ greatest resource: their employees. Last year alone, it led to 17 million lost working days in the UK. But despite workplace stress currently reaching record levels, according to a poll...

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...

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 Communication & Technology Expo 2023: connecting industries from all corners of the Excel

On 22nd March 2023, I headed down to the Excel in London to visit the second day of the Communication & Technology Expo. The event was powered by the Business Revival Series, and had a plethora of industries, companies and stories...

How can a facilitator ensure a great customer journey mapping workshop?

In a 2019 survey, the Nielsen Norman Group found that journey mapping was the third-most popular activity for UX professionals. While it is one of the most used methods in CX, it also can be daunting. Running a successful customer journey...

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...