Blog
Employee Engagement
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Employee Understanding – A Chat With Annette Franz (pt. 1)
I recently had the honour of speaking with Annette Franz, Founder and CEO of CX Journey, about her latest book, Employee Understanding. Our wide ranging chat…
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The Role of VoC Programs in CX: A Conversation with Ben Motteram
This post first appeared on Help Desk Migration’s website. Customer expectations are shifting, and businesses that ignore them risk being left behind. Here’s a…
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Hot-desking Isn’t Crash Hot
I listened to a wonderful episode of one of my favourite podcasts, Cautionary Tales, this morning. Titled Office Hell: the Demise of the Playful…
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Five Tips to Engage Remote Staff During Lockdown
Image courtesy of Unsplash Today’s post is a collaboration with Annette Franz, CCXP. Starting in mid-March this year, in response to the COVID-19…
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Customer Loyalty Is A Myth For 99% Of Companies
I looked up loyalty in Wikipedia this morning. Their definition is: devotion and faithfulness to a cause, country, group, or person. Note the…
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Standing Tall with Customer Experience
Today’s post has been co-authored by Debbie Szumylo, the Manager, Customer Experience at Thomson Reuters Elite. Follow Debbie on Twitter for a constant stream of…
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Values, Vision, Mission
(Image courtesy of Unsplash) Why does your company exist? If you answered “to put food on the table”, you need to look deeper. The…
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Employee Engagement & CX Delivery
In a previous post I outlined the importance of having engaged staff in your quest to deliver exceptional customer experience. Staff need to be…