Kerry

Job titles matter. Mislabeling roles—especially in Customer Experience (CX) and Customer Operations—can create confusion, deter the right talent, and impact your bottom line. A Customer Experience Director should not be tasked with running a contact centre operation, just as a Customer Operations Director should not be expected to lead strategic CX initiatives. Misalignment leads to […]

When you are immediately available and looking for a role, remember that while a Search Consultant or Headhunter can provide valuable support, your job search is ultimately in your hands. Here are some key considerations to ensure your efforts are effective and targeted. Are You Applying for the Right Roles? If you’re applying for roles

AI Masterclass Review – 15th October On Tuesday, 15th October, we hosted a dynamic AI masterclass, featuring three expert speakers who shared invaluable insights on implementing AI in contact centre operations. We delved into the AI journey of SimplyHealth, explored the complexities of deploying AI in a legacy organisation, and emphasised the importance of careful

Balancing Motherhood and Career: Real Stories from Women in CX   This is a collaboration article with our partners at Women in CX, please find original article here: Balancing Motherhood and Career: Real Stories from Women in CX — Women in Customer Experience Navigating the complex and often conflicting demands of motherhood and a career

In the world of customer-centric leadership, the terms “Customer Experience” (CX) and “Customer Operations” are often used interchangeably—sometimes even by companies themselves. This leads to confusion not only in role titles but also in the kind of talent you attract. A Customer Experience Director may not be the same as a Customer Operations Director, and

In today’s competitive job market, the quest for top talent has never been more intense. Whether you’re replacing a top performer or expanding your team, the pressure to find the perfect candidate is immense. But here’s a critical truth: your next rockstar hire won’t just come from a well-crafted job ad or a flashy salary

For leadership talent, it’s part of the interview process that can feel slightly uncomfortable. Especially when it is referred to as testing. What exactly are you testing? Is there a right or a wrong way to “test”? If you are assessed as a certain colour, are you ousted from the process?   Now I am

Does having Direct Reports conduct interviews with leadership hiring, add value to the candidate experience?   We have noticed an increase in the trend of including direct reports into the leadership hiring process. Done well, this is a win win situation; it empowers the team, gives them a voice in the hiring of their new

What is your onboarding process saying about your employee experience? (cxm.co.uk) (link to original article written for CXM) The employee experience begins at the first point of contact. A good onboarding process can be defined through the 3 top things CX leaders are looking for: timely feedback, simple process, and time invested in preparation of interviews and the onboarding programme. If done right, employee onboarding

Love it or hate it remote working is here to stay – there are some businesses that have lapped it up and run away with it, and pride themselves on their ability to offer this flexible way of working. Contrary to the belief of those opposed to remote working, remote working has nothing to do