Amongst the many challenges that GDPR presents, the workload involved in interaction with customers is one of the least understood and planned for. This workload can be placed in one of three primary categories: Consent management, Data Subject Access requests and Breach management. All of these topics can require a variety of processes, all but…
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.
Succeeding in Social Media within Regulated Industries – CADM hangout transcript
Last week I was invited to be part of an My Community Manager / emoderation panel discussing social media in regulated industries.
I thought it might be worth providing a transcript of my responses here (since I’ve taken the time to prepare them, I may as well blog them too!)
Please bear in mind I was talking primarily in relation to Financial Services.
Proactive Customer Service
Our latest whitepaper which has been co-written with leading customer experience expert, Adrian Swinscoe, on how to ‘transform your customer experience by making your customer service proactive‘.
Systems Thinking, and why lean tools don’t work on their own
We all know about the “5 Whys”.But how do you know how many times to ask “Why?” if you don’t fully appreciate the system in which you are working? (Clue: it’s not always 5 times…)
Think Twice before Accepting a Google Gift: My Story of the The Google Chromecast Anniversary Gift That Never Gave
The Google Chromecast Anniversary Gift That Never Gave Yesterday I read that Google was offering a free movie, or $6 in credit (so I think) to celebrate with owners of Chromecast. So I went over to my Galaxy Tab S 8.4, connected to my Chromecast and went to offers. I was told I could not …
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What Matters for Customers in Grocery Stores?
We all love shopping. Some more than others. But all of us need to engage with grocery stores if we want to eat at home. So, what does matter for us as customers of Grocery stores? This article looks into key drivers of store choices people make. There are five key factors that make us choose the store we want to go in. Read further to know what they are and how to apply them into your business!
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 →
A little bit of Heaven and a lot less Hell – wishes of CX from 10 UK companies
I reflect on my week from hell, as I travel to the CCA Convention http://www.cca-global.com/gsx/content/events/?contentid=19 for it’s 20th year, to listen to some great speakers talking about the developments in Customer Contact and Customer Experience. I also think about what I will convey in my opening message at the session I am chairing – ‘understanding your customer, … Continue reading →
