Posts by Daniel Saunders


Travel CX: 6 ways to create breakthrough experiences

The bar is so high right now in the travel industry when it comes to customer experience. In fact, in our recent survey of holiday-goers, 89% of people rated their last holiday ‘good’ or ‘very good’. We’re usually at our happiest on holiday, so perhaps it’s not such a huge surprise that number is so […]

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5 NHS patient experience & satisfaction trends for 2019

The patient experience is the sum of all interactions patients have with the NHS – including its staff, facilities and service. In recent years, people have begun to want more patient-centered care, at the exact same time hospitals have faced even tougher budgetary constraints. Those clashing demands means it’s vital that the NHS understands what […]

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Can banks take on big tech and win? Hear the answer from BBVA

The banking world is undergoing a seismic shift, as challenger banks and fintechs strike at the very foundations of the old financial world. Digitalization has changed how customers interact with banks, and some established names have been caught out, opening the door to disruptors who can offer a better customer experience. The Spanish bank BBVA […]

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7 tips from CBS to help your C-Suite understand and appreciate data

The C-Suite used to tolerate a little more ambiguity when it came to insights and market research. In a time before big data, they’d accept an insights team saying that the data “probably” means XYZ will happen. Today, every company is blessed with an abundance of data, and as a result executives expect a higher […]

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2019’s top employee experience and HR conferences in Europe

The HR world can be a lonely place sometimes, with teams often isolated in their own companies and disconnected from peers at other organisations. Which is why conferences are so great for EX professionals looking to transform their organization and grow their careers. They’re a great chance to share best practice, discuss challenges with your […]

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2019’s top four market research conferences in Europe

The world of market research is undergoing a radical transformation. From artificial intelligence and machine learning, to the proliferation of new data sources, the role of a market researcher is very different to what it was 5 years ago. With the research landscape always changing, many people head to conferences to stay up to speed […]

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2019’s top five customer experience conferences in Europe

CX really lends itself to great conferences – practitioners are really keen to share their expertise, and it can be truly inspiring to hear stories of fantastic CX from other brands. But with so many CX conferences out there, it can be hard to choose the best ones for both your organization and your career. […]

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How to create a culture of innovation in the workplace

On average, 35% of company revenues are generated from products that didn’t exist 5 years ago. So with innovation such a crucial part of a business’ overall success, are you doing enough to foster a positive and creative employee culture? The benefits of doing so are massive. Companies with a “highly aligned” employee and product […]

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