Blog Squad

5 Ways to be a Customer Superhero

When customers contact your organization they are looking for one thing: a superhero to solve their problems. It doesn’t really matter how the problem came about as much as finding that magical solution that doesn’t involve a lot of effort or stress on their part. Yes it may seem overly simplified and idealistic, but at […]

Presenteeism threatens UK businesses

Louise Shipley heads up the European Workspace Management category for Fellowes Brands. A passionate advocate of healthy working, she has managed the ergonomics desk accessory category for Fellowes across Europe for 15 years. Over that time, she has seen the office workspace evolve at an accelerating rate, most recently with the introduction of the active working […]

What’s next for CX?

Phil Durand, Director Customer Experience Management, Confirmit Customer experience (CX), Voice of the Customer (VoC) programmes, Chief Customer Officer (CCO), Chief Insight Officer (CIO) – these are all terms and acronyms that we are now more than familiar with – and for good reason. Solutions, services and professionals facilitating and delivering CX have hit the […]


As Chair of the Employee Engagement 2017, I was asked by the organisers to write a summary of the day. Last time they asked me this, I was caught slightly on the hop and hadn’t really taken proper notes (being focussed on the here and now) so this time I was really prepared! I had […]

Mark Hilary

Marketing Leaders Need To Face The Future And Embrace CX Now

People hate change, that’s a fact. I was once involved in an enormous change management programme at an investment bank where hundreds of people were flown all over the world for training, just so the changes the boss wanted to implement could be handled smoothly. The bottom line was that all that money was spent […]

Employee Engagement Summit – View from the Hall 2 Chair

I had the pleasure on Thursday 20th April of chairing one of the two streams for the annual Engage Employee Summit. What makes an experience like this slightly daunting for a chair is seeing a room packed to the rafters with senior leaders from the Engagement world with high expectations – raised all the higher […]

CX Gets Personal

James Bolle, Head of Client Services EMEA at leading customer experience business InMoment, shares his thoughts on the need for greater brand personalisation. Today’s customers want personal and reciprocal relationships with brands. What this means might surprise you. Our report, 2017 CX Trends, includes insights from 20,000 consumers and 10,000 CX leaders across 12 countries. […]

The new era of marketplaces in multichannel retail

By Ian Jindal, experienced multichannel retailer and Editor-in-Chief of InternetRetailing It’s a new era for marketplaces and retailers, after many years of debate and unease between the two. Once seen as a platform for SMEs, artisan businesses and niche retailers, marketplaces are now becoming a powerful force within the retail industry. You only have to […]

Rescue your business from the soulless language of CX

Here’s something mildly ironic. Customer experience, the discipline that wants to put emotion and how people really feel at the heart of business, is terrible at communicating. There’s no excuse for it. CX people understand that our gut emotional reaction is crucial to how we behave. And they know that breaking down internal barriers and […]

Mark Hilary

Innovation And Agility Offers A Bright Future For El Salvador

I was speaking today in San Salvador, El Salvador, at the 2017 Investment Summit hosted by Proesa, the national export and investment promotion agency. The summit was a big event in El Salvador – for the first time ever president Salvador Sánchez Cerén came and opened the conference – speaking about opportunities for international trade across a wide […]