2020 has proved a remarkable year for all of our members. Customer service delivery and customer experience models have been severely tested as this pandemic played out. But the industry has risen to the challenge and is providing customers with sound gui
Lenny knows making any kind of change requires original thinking, skill and initiative. If we really want change, we all need to get involved and bring the very best of ourselves to the challenges we face.
A glimpse into what Joanne Mayer, Customer Operations Director, Co-op Bank means to her colleagues and what she brings to the organisation - a well deserved win.
When designing compensation, it's critical to think of the total rewards package and its effects on the employee experience. This report from Gallup advises on how to build the best rewards package, and motivate your team while doing so - as well as tailo
Understanding how to leverage human brand attributes to cultivate emotional connection opens up vast potential for brands. This report explores the importance of emotion in CX communications, and how emotion can be used to improve the customer experience.
A report exploring the 'generation gap' between customers, how these differences are perceived by organisations and how big they really are, as well as insights into the expectations and preferences of those from Generation Z up to the Silent Generation.
This CCA project, carried out in partnership with Arise, Kura & Plantronics, focuses on understanding the needs, challenges and desires of today's front-line employee and tomorrow's workforce of the future. We have explored what front-line employees l