At some point in time, most organisations will experience a Cost transformation initiative in their organisation, but being blunt by making cuts and slashing budgets will affect you in more...
To continuously improve and remain market relevant you must understand your customers’ needs and expectations. This starts with understanding the quality of your products and services, and the experience created...
Like many companies, Clarasys lists its values on the company website. This gives people an idea of our priorities and what’s important to us. But how can you tell these...
Following on from my previous article discussing how tech alone will not solve your CX, I thought it would be useful to outline some further thoughts about CRM solutions, system...
Technology alone will not solve your customer experience needs. Organisations have always looked at technology to solve their customer experience problems. CRM solutions, now the largest software market in the...
A lot of you are probably thinking ‘Data!? What a boring topic!’. Well, first of all you are wrong. Secondly, whether it be a global financial solutions organisation, a medium...
Standout customer experience occurs when employees act autonomously. Empowering employees has numerous benefits; it improves customer experience and can ultimately lead to increased retention and loyalty. Even in environments where...
In April 2019, we witnessed police forces struggling to cope with the environmental protestors on London and Paris’ streets, while politicians endeavour to get close to targets to halt climate...
Powerful communication can connect and inspire an audience. When it’s done well, it builds trust. When it’s done poorly, it leads to alienation, frustration and can even cause the audience...
Imagine there is a problem with one of your domestic appliances. You have already listened to 20 minutes of a helpline’s hold music and only dropped to 15th in the...
Organisations spend a lot of time trying to solve complex and volatile problems relating to customer expectations. In this blog we will look at one of the leading techniques for...
Agile project management has its roots in the Lean manufacturing approach pioneered by Toyota during the latter half of the twentieth century. The software development community fully embraced the Lean...