Most important features of a sustainable city
An increasing number of people are living in cities, but the problem we face is that cities are not sustainable in their current form. As more and more people converge on a small area, it becomes challenging to meet their needs without causing excessive pollution and depleting the world’s resources. While it’s easy to not…
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The proximity hack
We evolved to care about things that were close by or in the near future. That makes sense. It’s a useful survival skill in a primitive world. Today, though, our instinct for the close and the imminent is being used against us. Media and those in search of our money or attention bring the far […]
The hybrid staffing models: which flexible working patterns should your organisation use?
At its core, hybrid staffing models are centred on the employees and what works best for them. New models provide employees with greater flexibility into where and how they work. Essentially, hybrid models investigate working conditions and situations. This changes the organisational core of the business, seeing how it benefits the employees. These models are…
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Harnessing AI for next generation customer experience
There’s no secret to what consumers want when they interact with brands. That is – convenience and speed. The brands that delight customers are those that have easy, fast, and smart self-service. Now AI that is purpose-built for customer experience (CX) is ushering in major advances. There are use cases across every touch point—self-service and…
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Who cares?
No one cares. That happens rarely. Someone cares. That happens all the time, and it’s at the heart of our work. Everyone cares. Almost never. Someone is enough. In fact, someone is the entire point.
The 7 habits of a highly effective CX trainer
Customer Experience (CX) has a major influence on an organisation’s ability to grow its revenue, customer base and market share. Without exceptional CX, customers will simply jump ship and find another product or service provider. Statistics show that 86% of customers are willing to pay more for a great experience. Companies who focus on CX…
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A reallocation of respect
Who gets the benefit of the doubt? Who is treated with dignity? You would think that this shouldn’t be scarce. When the pool of respect is widened, no one is harmed. And yet, cultural status roles have ingrained biases all around us. We’re now seeing a long overdue evaluation of unexamined norms, which aren’t, and […]
What does it mean to be smart?
You probably know that Bruce Wayne is actually Batman. That’s a secret identity that most of us are aware of. And if you’re up on pop culture, you know that the best Batman was played by the late actor Adam West. Visit the visual search engine Lexica, though, and you’ll see that it knows that […]
This week in CX: Zendesk, Twilio, and Zoho
We’re bringing you the latest roundup of industry news. Last week, featured new Zendesk research, British consumer purchase reconsiderations, CMO data into customer behaviours, and Zoho’s growth in the UK. Key news Twilio have launched new research exploring the way the cost-of-living crisis is changing how consumers interact with companies in the UK and across Europe….
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