UK CSI: State of the nation January 2017 – positive start to the New Year. Along with the New Year, Burns night and a New American president in office before the end of January, the most recent UK Customer Satisfaction Index results are out and here’s a rundown of the highlights. If you want to…
Relentless Focus On Engagement
On a bright sunny morning, CCA Global held their annual MBA day for customer service and engagement leaders at RBS site in Gogaburn, Edinburgh. Hosted by Kaye Adams, who normally appears on our TV screens in Loose Woman, Kaye asked the audience and presenters about the biggest challenges in terms of customer service delivery today….
People Powered Change
Latest measure of employee engagement found that only 16% of workers are engaged, or are emotionally connected to their job. 68% of the workforce are totally disengaged and 16% are actively disengaged. The root cause of this is due to management and organisations not creating an environment which is conducive to creating a good employee experience.
Retail Directors Workshop at Fortnum & Mason
Having worked in Retail for over 20 years, we were delighted to be asked to co chair an event with Rant & Rave at the prestigious retailer Fortnum & Mason. There were a number of themes that were discussed throughout the day along with delightful drinks and fabulous food – only what one would expect at Fortnum & Mason.
People Powered Business
In March I was a judge at the Employee Experience Awards at the Grand Connaught Rooms in London. I have previously judged at the Customer Experience Awards, so this was a first for Employee Experience.
It was inspiring to see so many companies there, those brands we all recognise to ones that were less well known. We had companies with 40 employees to those with over 10 thousand. All had stated a rapid growth in their business, which had caused some of the challenges.
What makes a CX Winner?
It was great to be asked to Co Chair the Winning with CX conference at the British Film Institute in London. The event had been brought together by Awards International, Cranfield School of Management and Customer Experience Magazine and included presenters who had won awards at the UKCX Awards last year.
Messy Processes – Messy Customer Experiences?
Yeah, I am sure you have heard it at least once in your life: “Sorry, it is against our policy”. Lately I have head too many times “It is against regulations”. How is it against regulations when others are doing it? Nah, it is just a easy escape from offering bad customer experiences. How many companies actually mix bad internal processes with regulations? Quite many it seems!
Something You Can Work With
I am always grateful for the opportunity to share ideas & thoughts.
Not in any great big way. More in that as we share what we observe, the more likely it is that we will say something someone can use to make a difference. And we all want to make a difference – Right?
The Job of the Customer Experience Manager
The need to improve customer experiences has been around since cavemen traded rocks for fish. And as our understanding of complex customer experience issues has grown, so too have the opportunities for those moving into leadership and management roles. Having credibility to influence change is at the heart of the job. But in reality, it can … Continue reading →
Personalisation, Individualism or plain old Just Joined Up (JJU)
As we are now well into 2015, I have read with interest articles about how things have potentially improved or how some things or sectors have continued to deteriorate. UKCSI results headlines are hot of the press are the results are a little concerning, although there are some seeds of positivity in there too. The … Continue reading →
