Blog Squad

Best practices for making cyber security work

By Gavin Russell, CEO, Wavex Technology For many organisations their approach to cyber security is very much a reactive one — they’ve experienced a breach or attack, or an organisation in the same market space has been a victim, and up until then their attitude has been ‘it hasn’t happened to us’. However, with the […]

Are you GDPR ready? Three easy steps for a pro-active approach

Martin Bonney, Director International Consulting Services, Epiq Systems   The General Data Protection Regulation (“GDPR”) applies from 25 May 2018, and introduces a new set of rules relating to the collection, storage and processing of personal data. Companies should prepare for the Regulation in order to remain compliant and avoid financial pitfalls. The General Data […]

Your Five Biggest Contact Centre Headaches – And What To Do About Them

Trying to predict and respond to inbound customer contact demand while maintaining cost efficiencies and customer satisfaction scores is a tricky balancing act. And with digital transformation driving a shift in consumer behaviour away from the traditional outreach channels of mailer, phone and email, things are getting more challenging. Challenging – but there are ways […]

Turning mistakes into a positive customer experience

Mistakes happen and that’s unavoidable. However, the widespread use of social media also means that unhappy customers are not afraid to share their frustration with the world. Customers are taking to public social media platforms such as Twitter and review websites to vent about complaints that may have gone under the radar in the past. […]

Complex data made easy through visual representation

New York, 1.17.2017 – More data is being generated than ever before. By the year 2020, about 1.7 megabytes of new data will be created every second for each human being on the planet.[1]  The difficulty of mining data to produce actionable insights is turning businesses towards the developing field of data vizualization. Fast growing engagement-marketing platform […]

Poor CX Costs Companies Billions In Lost Sales

According to Forrester Research, 72% of executives now say that improving the customer experience (CX) is their number one priority. Yes, it’s become so important now that it beats cost reduction and growing revenues, although it could be argued that improving the CX usually has a positive effect on both these other targets. But as […]

Five tips for retailers who think they know their customers

By Steve Thomas, CTO Omnico Group If UK retailers thought they knew their customers – they were probably wrong. The first Omnico Retail Gap Barometer revealed a shocking finding – 96 per cent of UK consumers don’t believe retailers know what they want. The barometer is a quarterly survey of 1200 consumers that establishes a […]

Why Don’t Retailers Understand The In-Store CX?

A recent feature in Forbes talks about ways in which retailers can change the in-store customer experience (CX) – accepting that customer expectations about service have changed. I felt this personally last night when I was caught out in the rain with no umbrella. I got soaked and so, as soon as I could, I […]

The ‘Stormy Waters’ of Customer Engagement

I have been researching the psychology of customer and consumer behaviour for years. Yet, partnering with customer engagement specialists Affinion on their latest project, I did not appreciate the challenges I would encounter in mapping the customer engagement journey.  Affinion was keen to explore the psychological journey that consumers go on when building relationships with […]

How Many Marketing Directors Will Be Fired in 2017?

Forrester Research recently released a report highlighting 15 business dynamics that will change how companies operate in 2017 – what they are calling the “age of the customer.” You can click here to read the Forrester research, but I want to highlight one dynamic they mention in particular. It’s going to be a tough time […]