A strong employer brand encourages recruitment of quality talent and builds effective employee engagement and employee retention. Engaged and committed employees are the vital ingredient in creating quality customer experiences. …
The creation of smart places has become an indispensable feature of the customer experience. For some time, hotels, airports, stores, entertainment venues and other location based brands have utilised mobile …
Many business leaders look to use CX programmes to strategically improve operations – companies are investing more today than ever before on customer service and customer experience. But why are …
Regardless of the size and structure of your marketing and sales teams, new roles have emerged as key components to connect the two departments. These roles are considered critical to …
One of the biggest challenges for any organisation today is knowing what technology to invest in. After people, technology is the biggest investment an organisation can make. With new technology …
Account-based marketing (ABM) has been the hottest topic in B2B marketing for the past few years. According to 2017 research from SiriusDecisions, 62% of B2B companies now have an ABM …
At the heart of the customer experience is the concept that people no longer buy products or services. They are, in fact, looking for outcomes and experiences. The brands they …
In the past good security practices were low on an organisation’s list of priorities. Recent scandals and revelations concerning cyber-crime have made data security and privacy a top priority for …
There is often a large gap between what company executives believe the custom experience to be and what customers actually perceive it to be. There is always going to be …
Measurement has always been important to the contact centre industry and over the last 15 years the way we measure and what we measure has evolved and matured. In the …