Shep Hyken - How the role of social media in CX is evolving

Shep Hyken - How the role of social media in CX is evolving

We caught up with Shep Hyken this Tuesday, to gain his insights on how the role of social media in CX is evolving. To use social media effectively, companies now need to move beyond the read and react strategies they have developed over the last few years, and become proactive users of social media channels, with a sound grasp on content marketing. Shep shared tips for success, and best practice examples he’s seen first-hand. 

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The Future of (Digital) Banking

The Future of (Digital) Banking

Brett King, CEO & Founder of mobile bank Moven, told us that digital needs to move beyond a department, to become part of the DNA of all banks. This means the new key skillsets in banking will be data crunching, story telling and experience design; and for bankers resistant to change, his advice is that, “it’s probably time to start looking for a new job”. 

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Mark Mullen, CEO, Direct Line - 2014 CEFS - The blindingly obvious is only visible to customers

Mark Mullen, CEO, Direct Line - 2014 CEFS - The blindingly obvious is only visible to customers

In this short video, Mark Mullen, former CEO of the award-winning First Direct discusses how it is often only customers who can see the blindingly obvious flaws in your customer experience, underlining the importance of customer feedback, insight & co-creation techniques. 

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Do customers understand the benefits of big data?

Do customers understand the benefits of big data?

With privacy and data protection high on the popular agenda, customers are increasingly asking questions about how their data is used. We asked some of the top speakers at this year’s 20:20 CX Summit; how to sell Big Data to your customers?

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Clash of the Aviation Titans | Emirates Vs Etihad

Last week, customer experience expert Ian Golding had the pleasure of travelling to Kuala Lumpur with two different airlines; Emirates and Etihad, giving him the perfect opportunity to directly compare two brands delivering a similar experience – the results may (or may not) surprise you.Read More

Expert Blog
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From intelligence to insight: filtering out the noise

Marcio Rodrigues, Customer Propositions Director at Vizolution, draws on military folklore to explore the value of gathering intelligence, sifting through the noise, and how intelligence helps deliver successful change programmesRead More

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Designing your customer journey for minimal effort

Martin Dowson, Director CX Strategy at Comotion brings us back to basics! Read more about why investing in your customer journeys without first fixing the basics could spell disaster. Read More

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Retailing has changed—it’s time retailers catch up

Due to an increasingly digital world, retailers must change and focus simply on ‘delivering what customers want most’ Read More

Expert Blog
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Are you relating to your customer at all levels?

Customer centricity is more than a focus on getting process, people and technology customer focused internally but fundamentally, it must align the organisation at all levels to connect, collect and retain customers in a highly competitive world. Read More

Expert Blog
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Are you drawing customers in, or driving them away?

There is a fine line when it comes to tracking customer behaviour. Read what not to do with your customers data or run the risk of overstepping the mark into customer invasion. Read More

Expert Blog
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Midata – Don’t just comply. Get business advantage

Learn more about gaining the upper-hand with MiData – a government initiative which calls for regulated businesses to return to customers the data they hold about them. Read More

Expert Blog
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The big data rush in insurance

Big data, unstructured data, high performance analytics. The big buzzwords but unlike some corporate bombast, this discourse signifies deep and transformative change for the insurance industry. Read More

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