Whenever we begin customer experience type projects, one of the key ingredients for success is the creation of a set of clearly defined customer personas. Unlocking what we know about our customers an ...

Data breaches and cyber attacks occur daily, so it is vital that organisations develop robust security practices. In the contact centre, for example, protecting customer data is absolutely key to avoi ...

We're used to hearing people predict what The Office of the Future will look like. It's been going on for a very long time now and each new generation of commentators on the subject comes up with its ...

Modern data centre networking aims to manage clients with multiple data centre workloads. In such a network, servers are the components that provide the necessary services to users (and the programs t ...

They say that first impressions count. It isn't merely a common saying - most psychologists think so too. Psychology Professor James Uleman of New York University says: "You don't get a second chance ...

How UX Design came into existence The term 'UX Design' first appeared in 1988 book written by Don Norman. He brought in User Experience Architecture into Apple Inc. in early 90s. Few decades later, Ap ...

Not all voice of the customer (VoC) programmes are created equal. You're asking for your customers' feedback, but are you making the most of it? Here are 6 ways to take your voice of the customer prog ...