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JYSK: A year of CX improvement – CSAT up 8 % and climbing

At the end of our first year with JYSK – one of the most CX-centric companies we work with – I had the pleasure of catching up with Michael Olesen,

Are your C-suit executives the biggest VIPs in your company? Then heaven help you!

Invisible heroes Staffino’s co-founder, Tomáš Rosputinský, used to explain why children never want to become call centre agents or shop-floor assistants. One of the reasons, he explained, was that those professions lacked heroes.

Improved Notifications, Customer CX history, Conversion and SMS

Notifications With the notification feature, clients are provided freedom and versatility. You can choose what to be notified about, and every level and/or department can have their own notification set. Each of these sets can apply different rules to report on

20 clicks for a bunch of bananas? Welcome to CX hell!

“What was your last shopping experience like?” I raised this question in my non-CX expert bubble. Can you guess what the most common answer was…? If your answer has something to do

Case Study: Call Center Saving $550,000 on Attrition by Engaging and Motivating Agents

Agents and other frontline employees often leave their job because of a lack of motivation, low recognition or because of psychological issues and stress. High voluntary attrition is one of

Staffino product review 2019

Product review 2019

Here are the biggest changes in Staffino last year. Business Application In 2019, the main task for us was to move managerial features to a new application which would speed up

Story behind our first global account JYSK

We spoke to our CEO Tomas Rosputinsky and gave him four punchy questions on the new landing: first global account JYSK, active in 3000 stores in 53 countries. Let’s go:

mid the cx gap

Is your Customer Experience (CX) Strategy Purely Academic?

The 2018 Consumer Action Monitor Report (CAM) from Ombudsman Services highlights a growing trend in consumers; Passive Consumer Action .  The Report shows that despite the trend for businesses to flirt

Defining your Brand; are you looking in the right place?

Having worked in the area of Brand for several years, I’ve seen how many different businesses choose to approach this most basic of strategic questions; what is our Brand, and

customer insight, customer happiness, customer satisfaction, customer feedback

What price Customer Happiness? The quantifiable cost of qualitative Customer Experience.

At first consideration, Customer Happiness can appear a purely qualitative idea with little place in quantitative business considerations. A ‘nice-to-have’ rather than a basic requirement; and certainly not something which