55% of consumers will abandon an online purchase if they can't find a quick answer to a question according to Forrester research (see link here). This presents a big challenge for organisations trying to engage customers and make their experience no...
As I type, by the edge of the Liffey, Sharon and I have just finished another enjoyable day discussing customer care, service and engagement at the CCA Customer Engagement Network in Dublin. I love this city. We've been in the company of people from ...
As I type, by the edge of the Liffey, Sharon and I have just finished another enjoyable day discussing customer care, service and engagement at the CCA Customer Engagement Network in Dublin. I love this city. We've been in the company of people from ...
This week's blog has been penned by Melanie Howard, leading futures expert and Chair of the Future Foundation - a leading independent global consumer research company that specialises in identifying key consumer trends that may shape the business lan...
Hidden within the glittering razzamatazz of the Oscars in LA last weekend was an unexpected gem; 'The Phone Call' winner of the best live action short film. Mat Kirby and James Lucas's film tells the story of Heather, a crisis call centre worker,...
'Success in business is all about people, people, people. Whatever industry a company is in, its employees are its biggest competitive advantage'. I came across this quote from Richard Branson in a Linkedin post this week, a timely reminder as t...
If consumers knew how much effort and resource organisations spend on deciphering what customers actually think of them, they would be confused as to why their encounters don’t always go smoothly. When phone numbers are buried ten clicks dee...
Academics have long argued that whilst two negatives can make a positive, it's impossible for two positives to make a negative. Except for Scots where the phrase 'aye right' cuts through academic theory and jargon, proving that two of the most emphat...
I recently overheard a conversation on the train where a lady was explaining to her friend how embarrassed she was to have used LOL in an attempt to get 'with it' amongst her grandchildren. Mistakenly believing it to be that old chestnut 'lots of lov...
As world leaders gather in Davos they will be warned of the widening wealth gap by Winnie Byanyima from Oxfam who is the vice chair of this year's event in Switzerland. According to Oxfam 1% of the population will shortly control 99% of the wealth i...
Perhaps David Cameron's reticence to share a platform with other politicians in the 'countdown to Number 10' televised debates is informed by the famous phrase from Mahatma Gandhi "speak only if it improves the silence". The stakes are h...
It is a sobering fact that fewer than 10% of New Year resolutions are kept for the entire year. In fact most are actually ‘toast’ by Valentine’s Day according to the USA publication Money Matters. It remains to be seen whether Mark ...
As we enter a new and exciting year many of us will have ambitions and resolutions both personally and professionally. We are really excited to be working with you in the year ahead and I would like to share a short poem which sums up these se...
Boxing Day for most of us is the calm after the storm of Christmas frenzy; but of course lots of us are working hard to keep the wheels of service turning. The name itself originates from the ‘boxes’ of gifts and bonuses given to trades ...
Google’s much awaited tally of the year’s clicks was revealed this week as it has, for the first time, released a city-by-city breakdown of the most popular 'how to' terms entered into its search engine. In London, Glasgow, Brighton a...
For the first time ever, a woman has been named to FIFA’s shortlist for the Puskás Award for scoring the best goal of the year. Stephanie Roche plays soccer for the French professional team ASPTT Albi, and she's also a member of Irelan...
The nostalgia of the twelve days of Christmas seems to have been replaced by the stampede of Black Friday and Cyber Monday. Many of us will have viewed the footage of shoppers scrambling to get their hands on merchandise with big brand retailers John...
There are just two words to sum up the emotion of this past week - THANK YOU. To each and everyone of the 1,000 people who joined us in Edinburgh for our 20th anniversary Convention and Excellence Awards Gala Dinner. We have been completely overwh...
Millions of space enthusiasts have been tracking the progress of the robotic comet probe Philae, which apparently resembles a dishwasher, making an historic but awkward landing last Wednesday. Over the weekend it went into hibernation with a closing ...
This week's blog has been penned by Matthew Poyiadgi, Managing Director Europe, Pearson VUE. Matthew joins us at Convention on 26 November to deliver an engaging and thought-provoking presentation which will make us think about how technology is alt...
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