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Member Since: 4th Dec 2015
8th Aug 2018
The three Cs holding the secret to employee engagement and happy customers
The traditional relationship between organisation and employee is not working in the majority of cases, for either the employee or the...
Engagement
17th Jul 2018
How to seamlessly integrate chatbots into the customer journey
The desire to deploy chatbots in contact centres raises the challenge of how to seamlessly blend human and bot interaction in a way that...
Channels
14th Jun 2018
Three enterprise areas where AI can turn buzz into biz today
Are you an AI optimist, or pessimist? Bas de Vos, director of global enterprise software provider IFS’s creative think tank IFS Labs,...
Channels
29th May 2018
How to calculate the economic success of your CX strategy
Measuring return on CX investment encourages management buy-in and creates a business case for future investment. But how do you do it? In...
Engagement
14th May 2018
How to build a better sales compensation plan
How do you improve your sales compensation plan to ensure you drive profitable growth? Here are the challenges to overcome and the best...
Sales performance
26th Apr 2018
How to integrate lean principles into digital transformation
Blending lean and digital can help companies identify and apply the most effective levers for digital transformation. Lean management has...
Technology
25th Apr 2018
How can technology make your customer experience more human?
In this extract from new book ‘ What to do when Machines do Everything: How to Get Ahead in a World of AI, Algorithms, BOTs and Big Data...
Channels
9th Apr 2018
Three ways to reduce contact centre volumes without harming CX
Organisations continue to invest in technology to replace live calls. But the customer experience is taking a back seat. What are the...
Contact centres
7th Mar 2018
Voice search: Six ways to ensure your customers are finding you
Voice search can be a much faster and more convenient way for customers to search the web. And now that voice search is becoming...
Technology
21st Dec 2017
Does your customer experience success hinge on in-house teams?
Steve Brockway, chief research officer at Maru/edr assesses whether an organisation's customer experience can be improved by an in-house...
Voice of the Customer