5 lessons from climbing a mountain
Two weeks ago I climbed Mount Snowdon to raise funds for a local school. At 1,085m it’s the highest mountain in England and Wales. It’s…
Tag: featured
OmniServ: customer care in action
Treat customers as humans and operational challenges will reduce When BBC correspondent Frank Gardner recently publicised his 100-minute wait for his wheelchair to arrive from…
Customer Experience in Healthcare – How Bupa Arabia has created extraordinary performance growth using customer innovation principles
“World-class” is a term that should only be used for those companies that perform way above the norm. When you drill down to what “world-class”…
Creating organisational change using Business Process Management (BPM)
For the past few months I’ve been engaging in an Enterprise Resource Planning (ERP) system merger & new supply chain management project. I was mainly involved…
The benefits of training your employees
In the chaos of the running of a business, training employees and continuing to train them throughout their tenure at your company can fall down…
Who should I hire first on my cx team?
Although Customer Experience has been around for a long time, hiring for CX has become a greater priority for executives and funding committees only in…
Customer Experience Audit: Cadillac scores millennial customers with future-forward thinking
The automotive industry is right next to the airline industry in terms of innovation and keeping up with the pace of technology growth. Surprisingly, both are…
Customer Experience view of your call center technology
By 2022 the global cloud based contact center market is growing from USD 6.8Bn in 2017 to 20.93Bn in 2022. This makes for CAGR of 25.2%. If you…
CX skills builder: How to articulate your CX value & secure your budget
In CX SKILLS BUILDER: OWN THE CUSTOMER EXPERIENCE we urged you to find CX problems and fix them instead of diagnosing and mapping them. That…
What is big data and why should I care?
Big data has become part of our daily language. We read about it. We see companies that are “experts in big data.” LinkedIn is filled…