Author: CXM Editorial

Employee Engagement is “Business Critical”, finds Confirmit Conference

The need to radically improve employee engagement as part of a successful forward-looking customer experience programme was one of the key messages to arise from the recent Confirmit Community Conference 2014 (CCC’14) in San Francisco. Attendees were advised to consider employee...

UK employees confess to feeling “addicted” to work

As university fees rise and the availability of full-time work plummets, it’s little wonder that the UK’s workforce feels compelled to go the extra mile when they find employment. Headlines are filled with stories of mass-unemployment, and with tens of...

Why you must unify feedback from customers and employees to improve the experience

By Paul Barnes, UK Country Manager, QuestBack 83% of companies that link customer experience and employee engagement feedback believe it leads to an improved customer experience. This is one of the top findings of the QuestBack Enterprise Feedback Study, a survey...

Call centre culture change: 6 ways to boost employee morale

The role of a call centre operator can often be stereotyped as monotonous and requiring little skill. Yet, most call centre operatives are very adept, simultaneously controlling complicated computer systems and delivering excellent customer service. Call centres have one of the...

How Your Front Line Impacts on your Bottom Line

A critical driver of outstanding customer experiences are engaged employees. Many organisations that top the league tables for customer experience are also in the top 100 companies to work for. It’s not just a great product and customer driven processes...

Better engaging users with 2-way SMS

As 93% of the UK’s population own a mobile phone and are able to receive text messages, it’s no wonder SMS messaging is one of the most important mobile marketing channels available today. A widespread and far-reaching technology, SMS has...

Emotional banking is the way forward

Duena Blomstrom is an evangelist for FinTech in banking and is passionate about helping banks to connect emotionally with their customers. As Chief Marketing Officer for Meniga (and former Head of Sales) – Europe’s leading personal financial management provider – Duena...

APS Group delivers digital display for Virgin Money

Marketing communications company APS Group has been selected by Virgin Money to deliver digital displays for its latest Customer Lounge, launched in Glasgow in July 2014. Digital screens will be used on windows and in-store to provide customers with information...

Building an effective multi-screen customer engagement strategy

Marije Gould, Vice President of Marketing EMEA, Verint Systems Consumers today are engaging with brands and processing content in more varied ways than ever before, largely due to the “multi-device phenomenon” we have seen developing in recent years. Typically when we watch TV,...

The New Age of Polarised Customer Service

Jeremy Payne, International Group Marketing Director, Enghouse Interactive We are entering a new age of customer service, characterised by a stark generational divide in consumer likes and dislikes. In a survey we recently carried out, which polled the views of more than...