Features

Incentivising your employees to improve customer experience is a bad idea!

- August 7, 2019 2 MIN READ

From meeting sales quotas to achieving high levels of customer satisfaction, incentivising employees is commonplace for businesses aiming to increase performance within their workforce. However, incentives have a direct impact upon shaping cultures, customers, employees, and the business as a whole. More often than not, they produce both bad behaviors and bad experiences that damage… Read more »

News

Don’t miss the Online Retailer Conference and Expo

- July 16, 2019 2 MIN READ

The Online Retailer Expo will take over the ICC next week to deliver the latest in e-Commerce innovation, insights and trends. Now in its eleven year, the 2019 Online Retailer Conference & Expo will explore the theme ‘the future of retail is here’ and attendees will have the opportunity to focus on the practical components of… Read more »

Features

Why emotional intelligence matters when using AI for customer experience

- June 25, 2019 3 MIN READ

In the classic Little Britain comedy sketch, David Walliams plays the world’s most unhelpful clerk, Carol Beer who responds to every customer request or enquiry with the ultimate dismissive and unhelpful response ‘Computer says No’.  With this, Carol makes it clear she is unwilling to do anything further to help with a customer’s problem. Unfortunately,… Read more »

Features

Why your business can’t afford to fail at CX in 2019

- March 7, 2019 3 MIN READ

Every touchpoint a customer has with your brand presents an opportunity to deliver the best experience possible. Customers no longer compare one business with a direct competitor; they compare their last service experience with the next, blurring the lines between categories. Customers expect a seamless experience. One alarming trend we’ve noticed with the rise of… Read more »

Features

Improve your brand engagement with a personalised customer experience

- November 1, 2018 2 MIN READ

Small businesses that embrace a more connected customer experience score big when it comes to brand value, customer loyalty and repeat business. If your small business is still taking a mass-marketing approach to your customer communications, chances are you are missing valuable opportunities to grow customer loyalty and appreciation for your brand. Salesforce’s 2018 State… Read more »