The FIFA World Cup is underway and over the next 4 weeks some 3.2 billion people on the planet will tune in to see how their teams fare against the world’s best in Russia. And the hosts kicked off by delivering well above their fans’ expectations with a 5-0 thrashing of Saudi Arabia – not […]
Employees are the heart of every organization. But while most people understand the central role employees play, too many organizations rely on feedback programs that are unimpactful, and even burdensome. You know the type of program I’m talking about—six months to develop the questionnaire, another two to analyze the data, and then a lukewarm response […]
When 1,000 people descended on The Brewery in London for Europe’s largest experience management event there was plenty on offer with over 20 sessions throughout the day showcasing everything from the brands already making huge strides to the latest additions to the Experience Management Platform™. Across the board, whether it was in customer, employee, brand […]
The winners of this year’s CX Impact Awards have been announced – and in the 2017 hall of fame is Allison Windon, Director of Customer Experience at Allianz Global Corporate and Specialty (AGCS). The award, presented by the Customer Experience Professionals Association (CXPA) recognises global CX leaders who have made a profound impact on their […]
Barely a week goes by without a major brand hitting the headlines for failing to live up to customers’ expectations. When a single customer complaint can go viral and get millions of views on social media, those larger failures have now become mainstays on the national, and sometimes international, news agenda. Airlines, car manufacturers, retailers… […]