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Experience Management

“Think of yourself as a customer”: What’s driving eir’s customer experience program

Marguerite Brennan is Director of Customer Operations Support at the Irish telecoms giant eir. Over the past few years, Marguerite has spearheaded eir’s CX program and is part of the management team that is leading the company’s insourcing of customer service. As part of our series on CX visionaries, Marguerite explains the role of CX […]

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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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Learn how analytics is the key to a differentiated customer experience program with Dun & Bradstreet

To be a top company a data-driven mindset combined with a test and learn culture are practically requirements. But this approach is about more than just your financial bottom line, it can improve nearly every facet of your business, especially the Customer Experience. Dun & Bradstreet has long been a top player providing commercial data, […]

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How AI and big data are improving research results

Market research is a $44.5 B market and growing. Online research is among the fastest growing parts of the market thanks to the pervasiveness of the web and the ease with which we can now collect data. However, as the world conducts more and more survey research, the issues that we see elsewhere with big […]

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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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Using customer feedback to manage business risk: 5 tips to turn customers into partners

What if customers could be viewed as partners in managing business risk, not just as a source of business risk? For decades, chief risk officers and other executives have viewed customers as a source of business risk. Historically, for many types of businesses, it’s been an “us versus them” mentality, and sometimes with good reason: […]

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