The Knowledge

Tips and tricks to get you thinking
How do we sustain a successful response to the crisis?

How do we sustain a successful response to the crisis?

Register for our next session on 12 May 13.00-14.30   At our recent QoE Online debate we were joined by a cross industry panel to discuss the unfolding Coronavirus situation and its effects on customer, employees and businesses. The concerns...

How are CX and EX being shaped by coronavirus?

How are CX and EX being shaped by coronavirus?

Register for our next session on 16 April 13.00-14.30 Last week we invited a cross-industry team of CX and EX professionals to talk to us about what they are finding so far. Our QoE online discussed focused on four questions: How are different...

Navigating the tensions of employee experience

Navigating the tensions of employee experience

This is a guest blog post by Phillip Hirons, Divisional Director at IQPC. Firstly, a disclaimer. I’m not an employee experience expert and I’ve never personally worked within the EX (or broader HR) function. Yes, as an events director I have run a...

Working from home in a crisis

Working from home in a crisis

Working from home is great and productive for many but having to work at home during a period of crisis can be a very different proposition and present unique problems. There are of course also opportunities for those who can adapt quickly. The...

Switching off at work

Switching off at work

Switching off at work Are you allowed to?  Should you?  Can you? (By the way, it has probably the best ROI of all time) SHORTCUTS TO DEVELOPING EFFECTIVE PEOPLE Companies spend huge amounts of time and money on culture programmes and initiatives,...

What’s the business opportunity in sustainability?

What’s the business opportunity in sustainability?

Few people (except perhaps Donald Trump) would deny that reducing our impact on the environment is important. But it is often difficult for businesses to act with a united voice and purpose around sustainability. Many organisations will say that...

What’s wrong with asking for more effort?

What’s wrong with asking for more effort?

Does more effort = more output? Businesses are constantly striving to make things easier for customers, and to reduce the effort required for customers to make purchasing decisions. So why shouldn’t we also strive to reduce effort for our employees...

Does your employer care about your mental health?

Does your employer care about your mental health?

They should. Not just because it’s the right thing to do, but because it can unlock untapped reserves of value for your business. If you can get employees into a ‘good headspace’, the ROI is huge. The discretionary effort that you will unlock – the...

What do we mean by engagement? Engagement with what?

What do we mean by engagement? Engagement with what?

  Companies want engagement, both from their customers and increasingly from their employees. But what do we mean by engagement? And how do we create it? A lot of companies want to be customer-focused, but the problem is often that this ambition is...

The QoE 12th March, Quo Vadis, London

The QoE 12th March, Quo Vadis, London

Topic: Should customer and employee experience outcomes be aligned?  To join us, please just reserve your place. At its simplest, customer experience (CX) has been good at improving products and services, and generally enhancing how customers are...

Engaging a generationally diverse workforce

Engaging a generationally diverse workforce

Our guest panelist: Pat Osborne, Transformation Manager at LV= Insurance It’s just as tempting to segment our employees as it is our customers. But in today’s connected workforce, this is not only inappropriate – it is ineffective. Why? Because...

Engaging and learning from our employees

Engaging and learning from our employees

Our guest panelists: Andy Incles, Head of Store Resourcing and Scheduling, Marks and Spencers Jonathan Cann, Global HEad of CRM, Namecheap You’ve probably heard of unconscious bias by now. So how might it be affecting your ability to listen to your...

Your employees are your business, and your customers

Your employees are your business, and your customers

Sure, you may have some buildings, machines, and a whole lot of stationary. But these won’t help you much without a bunch of people. Similarly, your employees are your customers. When people work for you, it’s a transaction: you’re buying their...

The QoE 23rd January, Quo Vadis, London

The QoE 23rd January, Quo Vadis, London

Topic: If 2020 is the year of the employee, what does this mean for customer experience?   Employee experience is increasingly recognised as a priority in developing sustainable businesses. But what does this mean for customer experience? Our...

Which came first, customer or employee experience?

Which came first, customer or employee experience?

If we look at customers as the environment and employees as the capabilities, employees are key to the evolution and survival of a business. We are hearing more and more how we need to look after the health, wellbeing and creativity of our people,...

What is human middleware? And how can you profit from it?

What is human middleware? And how can you profit from it?

  At the last two sessions of The QoE, we’ve been exploring the emerging concept of ‘human middleware’. The aim of these sessions has been to first define the concept, and then determine how it might help us tackle issues of organisational...

How can complexity be an engine of innovation?

How can complexity be an engine of innovation?

A customer’s journey is often made up of both intended and unintended outcomes, but customer experience is ‘the real outcome’. Or to put it another way, what actually happened rather than what should have happened. But as complexity increases in...