Daniel Saunders

Author Bio

Daniel heads up content production in Europe. As part of his role, he gets the chance to work with some of our biggest customers in the region to showcase how they’re delivering breakthrough experiences to customers and employees.

Articles written by Daniel Saunders


How the world’s largest chocolate company is cracking the vegan market

For Barry Callebaut - the world’s leading producer of chocolate products, perhaps best known for its Ruby chocolate - vegan products are seen as a key growth opportunity. But as an emerging and f...

3 min read


Post Office: Going beyond metrics to improve customer and employee experience during the COVID-19 crisis

In late March, as the UK went into lockdown as a result of the coronavirus pandemic, Post Office branches around the country remained open, designated an essential service. “In normal times, we...

5 min read


Telefónica: Improving employee loyalty during tough times

“We have an expression in Spain: ‘In good times, friends. In hard times, family,” says Sergio De La Calle Asensio, Head of Engagement at telecoms giant Telefónica. “The goal of getting thr...

6 min read


How Scandinavian insurance giant Tryg is taking its digital CX to the next level

How do you stand out in the crowded insurance market? It’s a question that brands across the world are asking themselves, including Scandinavian giant Tryg. The rise of comparison sites in the la...

7 min read


How Samsung stays one step ahead in the innovation race

"Do what you can’t": it’s Samsung’s famous slogan, but it could just as well be Emmanuel Malard’s life motto. As the company’s Consumer and Market Insight Manager and author of the book The ...

6 min read


6 digital technologies helping brick-and-mortar sites deliver better customer experience

Technology is an integral part of life, and for location-based businesses like shops, or restaurants it can play an important part in bringing the digital and physical worlds together. Here’s 6 tech...

7 min read


20 predictions for customer experience in 2020

Our team of CX experts have looked into their crystal balls to see what’s coming around the corner in 2020. From the growing importance of AI to the explosion in C-Suite experience leaders, here are...

10 min read


5 breakthrough in-store experiences (and the employees behind them)

Increasingly, online and offline customer experiences form part of a merged ecosystem where shoppers move freely between multiple channels. To provide the levels of ease and personalization customers ...

9 min read


"Beginning with the end in mind": How Jim Harwood helped jump-start Farm Bureau Financial Service's CX program

Ask Jim Harwood, Client/Member Experience VP at Farm Bureau Financial Services, how you build support for a CX program with your CEO and Senior leadership and he’ll tell you to take a lesson from Mi...

10 min read


How the LEGO Group is leading the way in people analytics

Before SAAS was even a thing, Melissa Kantor was working with Silicon Valley startups to implement advanced HR tech platforms. And after a jump across the pond to the UK, she enjoyed stints at some...

7 min read


3 examples of innovative employee listening

Offering best-in-class employee experience has become critical to an organization’s success - from attracting top talent to increasing engagement across the entire lifecycle. And employees are keen ...

6 min read


Matt Dixon: CX myths and escaping conventional wisdom

When Matt Dixon completed his PhD in political economy, he knew one thing for sure: the world of academia wasn’t for him. Political economy’s loss turned out to be CX’s gain, and since 2006 he...

10 min read


How food packaging giant Tetra Pak combines X- and O-Data

Look around your kitchen and you’re likely to find at least one bit of Tetra Pak packaging. The company’s patented cartons are up there with soda cans in terms of instant recognition. That ubiquit...

5 min read


What is IT’s role in the experience economy?

The way organizations compete and win business has changed. Where once they were locked in a battle over goods and services, today’s most successful organizations are competing on a whole new front ...

8 min read


How Post Office puts CX in the hands of its employees

There are more than 11,500 Post Office branches around the UK, making it the country’s largest retail network. However, unlike other big brands that would take a cookie-cutter approach to running ov...

7 min read