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


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


How to include frontline staff in your CX strategy

The staff who meet and talk to your customers play a huge role in executing your CX strategy. So why not loop them into the planning stages too? Frontline staff deal with your customers on a day-to...

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 ways to connect with customers online during the holiday season

We’re now right in the middle of the holiday shopping season. It’s the busiest time of year for customers with long gift lists for friends and family, parties to arrange, homes to decorate, and jo...

6 min read


The holiday survival toolkit: Deliver fantastic CX and get your employees through to January

Whether you’re running a store, airport, restaurant, hotel or any other kind of destination business, the holidays are likely to be your busiest time. Here’s how your teams can deliver an excellen...

11 min read


5 brands taking a fresh approach to the holiday season

Holiday customer experiences needn’t be a frantic blur of crowds and tinsel. From masterful to madcap, here are 5 brands doing innovative things with their seasonal CX. 1. Target: helping customers...

8 min read


The holiday survival toolkit: Deliver fantastic CX and get your employees through to January

Whether you’re running a store, airport, restaurant, hotel or any other kind of destination business, the holidays are likely to be your busiest time. Here’s how your teams can deliver an excellen...

11 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


The CXO's view: "Technology is being copied faster and faster, so the differentiating factor in B2B becomes customer experience.”

SES is the world's leading satellite operator, and the only one that operates into two different orbits. We sat down with the company's Chief of Staff and Global Customer Experience to talk about how ...

2 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