Monday, February 19, 2018
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Crouching employee, hidden sentiment

Crouching employee, hidden sentiment

The literal meaning of Crouching Tiger, Hidden Dragon, from the Ang Lee film set during the Qing Dynasty and the reign of the Qianlong...

Managing the modern emotional sale

The modern customer is more connected and, in most cases, more informed than ever before. They are more likely to shop around and are...
Wearables and CX

Wearables and CX – wearing your emotions on your sleeve

The increasing amount of data collected from connected devices, both on our person and in our homes, is leading to a wearables and CX...
CRM and CX

X-up your customer relationships with CRM and CX

To gain a real competitive advantage, it is important to understand how your customer feels, not just how they behave Customer Relationship Management (CRM) vendors...
ITSM - service delivery

From the mosh pit to the stage – the rock ‘n’ roll of ITSM

No more just keeping the lights on, it is time for the fourth revolution and for IT to take centre stage. The headlines being written...

Beware the ‘X’istential beings

Everyone is trying to put the X factor into service. But what do CX, DX, UX and EX mean in relation to service technology? In the...

An X-obsession for change

Why should we all be 'X' obsessives? Let’s level-set an emerging obsession that companies, enterprise solution vendors, consulting firms, C-level executives and many others have with...

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Latest articles

Demystifying SIAM

Practical SIAM: A straightforward guide

Simon Dorst and Michelle Major-Goldsmith, lead architects of the recently launched SIAM Professional Body of Knowledge, offer an overview of SIAM and what you...
Apple Business Chat

iOS Business Chat – Apple enters the live service market

The iOS 11 update from Apple, will offer businesses the ability to provide live service functionality via iMessage, Maps, Safari and Spotlight searches. Here...
Using CRM to overcome employee attrition

How CRM can help overcome employee attrition

For organisations that provide professional services, their greatest resource is their staff. Keeping employees happy and overcoming employee attrition is crucial to their success....