Martin Powton

Source: Ecruit Every company wants to hire the best possible talent but unconscious bias might be getting in the way. We take a look at what bias might be occurring in your recruitment process and how you can reduce the bias to ensure you hire...

Source: iamYiam As the world of work changes, more of us are now working from home. This changes the company dynamic and requires a re-think on how organisations motivate their employees. Key Takeaways Maintaining motivation is vital in the workplace Motivation also has benefits to…

Source: iamYiam The landscape of employee wellbeing and benefits has been changed forever, so moving forward how can your organisation take better care of your employees? Key Takeaways Employees expectations are changing and they are demanding more from their employer Traditional perks have become stale…

Source: iamYiam Many people feel their employers could do more to support their mental and physical wellbeing, but Millennials are standing up and demanding more. What kind of support should organisations provide and what impact would that have on employees? Key Takeaways Millennials are demanding…

Source: iamYiam Presenteeism’s impact on productivity is 12 times greater than absenteeism but it is still a relatively unknown issue. What exactly is presenteeism and what are the problems it can cause your organisation? Key Takeaways Presenteeism is being present at work but not fully…

Source: iamYiam Burnout is a severe stress condition that leads to physical, mental and emotional exhaustion. It can affect anyone but there are a number of ways you can reduce the risk of suffering burnout at work. Key Takeaways > Burnout is a state of…

Source: Wizu If customers are having a hard time getting their questions answered they will switch to a different provider, so it is essential you work to reduce customer effort. In order to do this, it is vital you are collecting Customer Effort Score (CES)...

Source: Wizu Introduction To Customer Effort Score Customer Effort Score is a popular metric used to measure customer service satisfaction using one single question. The principle behind this is that companies create loyal customers by reducing customer effort. Customer Effort Score (CES) is one of…

Source: Wizu Customer Effort Score is a metric that customer service teams often use to understand and evaluate how easy customers thought it was to get a resolution to their recent contact. This could be anything from solving an issue with customer support, signing up...

Source: Wizu The fact that you are reading this article means it is more than likely you have come across the phrase ‘Voice of the Customer’. But do you know exactly what this means and how you can capture this voice? In this article we…

Source: Wizu Hopefully the fact you are reading this article means you already understand what conversational are and why they are so much better than traditional online survey forms. If not, then let me give you a quick rundown. A conversational survey is a method…

Source: Wizu Finding out if your customers are happy is a pretty simple process. Getting to know the reasons why they are happy, or more importantly why they are unhappy is not quite so straight forward. By identifying the reasons your customers are not happy...

Source: Wizu Measuring employee engagement is a tricky but hugely important part of any business. When conducting a company-wide employee engagement survey, it is vital that you use the right questions to accurately assess an employee’s emotions regarding their job. Chatbots utilising artificial intelligence can...

Source: Wizu Emotion plays an integral part in any customer journey with customers going through a range of positive and negative emotional reactions. To offer a good customer experience you need to ensure the positive emotions outweigh the negative. The question is how you can...

Source: Wizu Customer feedback. Every company needs it. Every customer has an opinion. So how do you go about collecting it? Well usually the best way to collect a large number of opinions is via a survey. Unfortunately, surveys are incredibly boring to fill in....

Source: Wizu Customer experience is the hot topic right now with more and more companies claiming they are putting the customer at the centre of their strategy. There are customer experience consultancies, customer experience managers and entire organisations dedicated to customer experience. Unfortunately, there is...

Source: Wizu A customer’s experience is very much a qualitative and emotion based experience. So why are companies so obsessed with turning this into a quantitative measure? Whether it is Net Promoter Score, Customer Satisfaction or Customer Effort Score, companies want to track a number....

Source: Wizu Net Promoter Score is a core KPI at many organizations. It is simple to measure and its findings can be used to indicate other metrics such as customer retention and revenue. Collecting your NPS is all well and good but the true value...

Source: Wizu Introduction to NPS Net Promoter Score (NPS) is used to measure the loyalty of a company’s customer relationships. It is used by many companies to both measure customers experience and predict business growth. NPS provides the core measurement for CX management programs round…

Source: Wizu Chicken or the egg? There has been a growing trend over recent years of experts declaring that the ‘customer comes first’ days are over and that actually employee experience is more important than customer experience. Richard Branson is quoted as saying “Put your…