Sarah Lubbe

Coworkers appluading each other.

3 min read

The Ripple Effect of Non-monetary recognition of Your Employees

As a CEO or owner of a company, you understand the importance of recognizing your employees for their hard work and dedication. But oftentimes, it can be challenging to find the resources to provide monetary rewards, yet the recognition of an...

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Manager sitting at desk under pressure

2 min read

Common Day-to-Day Mistakes That Leaders Make And How to Avoid Them

In today's fast-paced business world, it can be tempting for leaders and managers to focus on the big picture and overlook the importance of small,...

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Micromanaging boss with unhappy staff

2 min read

Micromanagement Versus Empowerment: Finding Balance As a Manager

As a manager or team leader, it can be challenging to strike the right balance between micromanaging and empowering your team. On one hand, you want...

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Mix of different people

2 min read

The trend of hyper personalisation in CX

As part of our 11 part trend series, we examine hyper personalisation as a trend that continues to impact customer experience.

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Young person presenting to a room of trainees

2 min read

Embracing Upskilling: A Strategic Imperative for Managers

In today's rapidly evolving business landscape, organizations are faced with the ongoing challenge of keeping up with technological advancements,...

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Engaged employees

2 min read

Your employee engagement strategy depends on how you enable career growth in your business

Employee engagement has become a key priority for HR executives in recent years. While there are many factors that can contribute to employee...

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Quality of work as shown by a row of thumbs up

2 min read

How Committed Employees Drive Quality Work

Committed employees are an invaluable asset to any organization. Their unwavering dedication, passion, and drive have a direct impact on the quality...

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Engaged woman working at her desk with a tablet

2 min read

Keep Jobs Interesting and Exciting: Balancing Engagement and Performance

As managers and team leaders, it is essential to create an environment where employees find their jobs interesting and exciting. When employees are...

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2022 Calendar on a desk

2 min read

4 Key CX Stats you need to know for 2022

Customer experience has become far more than a buzzword – it is a proven competitive advantage when looking to attract and retain customers for the...

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City overlaid on a person using a digital device

6 min read

CX in financial services (and what you should be doing)

It’s hardly a surprise that organisations across industries are prioritising Customer Experience (CX) as key to their strategies in the coming years....

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Lamp over a box with icons for learning popping out

2 min read

Five Customer Experience lessons learnt during 2021

2021 has been another year full of strangeness, loss, and a new way of working, living, and interacting with others. As a new COVID-19 variant rears...

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Contact centre agents at work

2 min read

Operationalising customer feedback in your contact centre

The contact centre is the heart of most businesses – often handling more customer interactions than any other touchpoint in your business. Much...

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Man looking at statistics with a VR headset with their female manager next to him.

4 min read

If your agents are cherry-picking customers to survey, you have a human behaviour problem, not a technology problem.

Often, your contact centre is your most prominent point of contact for your customers. It is the area of your business that handles everything from...

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Woman shouting at a man ignoring her while looking at his tablet.

3 min read

How to overcome the obstacles facing your VOC programme

We have all seen the articles and research declaring that the ROI of customer experience being quite staggering – brands with superior customer...

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wooden people representing the concept of intermediaries.

4 min read

Customer Experience at arm’s length. It’s all about your intermediaries.

For many, creating customer experience is not as simple as delivering great service to the end customer making a purchase. Today's interconnected and...

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Grinch arm with a christmas bauble.

6 min read

Don't let the Grinch steal Christmas. A complete guide to Detractors.

There are few Christmas stories more iconic than Dr Seuss's "The Grinch who stole Christmas" that was first published in 1957. The story written in...

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Employee Engagement The Santa Way

7 min read

Employee Engagement the Santa way. Why the Elves are happy at work.

The story goes that Santa employs a large workforce of elves, who spend the majority of the year in production lines building all sorts of toys. As...

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Planning Journey

4 min read

No idea how to build a Customer Journey Map? Here are our top tips

Customer experience is undoubtedly invaluable for any brand wanting to stand out from its competitors, but great customer experience is not...

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High powered b2b meeting

4 min read

The black sheep no more. B2B Customer Experience finding its place

For many years, CX and Customer Feedback has found a firm place within the B2C environment, with many B2B organisations eschewing formalised feedback...

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