Employee Engagement
Contributor: Mike Ashton
Posted: 09/07/2016
Empower Employees to Become Customer Experience Champions
Customer experience expert Mike Ashton details the key to creating employee engagement and brand ambassadors. Many companies I work with are in some kind of transition. They’ve trying to change how they work to deliver a better customer experience. Some find this very challenging, and with good reason. Managers are generally well equipped to hand Full Article »
Posted: 10/20/2016
Argos Shopping Experience Partnership
Andy Brown is the Central Operations Director at Argos. In this interview from the Customer Experience Exchange for Retail he talks about: Ensuring employee engagement during a time of transformationCreating a competitive edge with CX in a changing retail landscapeWhat he believes the future of the High Street looks likeWatch the interview below. Full Video »
Contributor: Zarina de Ruiter
Posted: 09/27/2015
CX Leaders
Interview with Ian Kenealy, Head of Customer Data & Analytics at RSA Insurance Group, about delivering an optimised customer experience utilising insights from data and analytics.Ian Kenealy is the Head of Customer Data & Analytics at RSA Insurance Group. In his role he heads up the team responsible for all customer and marketing analytics Full Podcast »
Contributor: Zarina de Ruiter
Posted: 06/20/2016
Outsourcing has gone hand in hand with call centres for decades. Whether for budgetary reasons entirely, to provide a better service or to reap efficiency gains, many large organisations have opted for outsourcing their call centre function at one point or another. But as the call centre has evolved into a contact centre, where other channels of c Full Whitepaper »