Staffino CX Academy

We Took Mystery Shopping to the New MASTERY Level

Do you still use mystery shopping in 2022 and wonder why your CX isn’t changing for the better? The concept of mystery shopping has been around for about 80 years,

How Gamification Can Boost Employee Engagement and Motivation

How Gamification Can Boost Employee Engagement and Motivation Are you looking for a game changer that will keep your employees engaged and motivated? Stop racking your brain and turn employee

CX - 3 questions

3 Most Frequent Questions About Customer Experience Management

3 Most Frequent Questions About Customer Experience Management Do you know what the acronyms CXM or CEM mean? Good for you! But do you know what they really mean? There

Cofidis – customer experience case study

Cofidis – customer experience case study Cofidis is a specialist in providing consumer loans, with 40 years of experience on the European market operating across 9 EU countries and serving

Do you get feedback from customers? Look out for these 5 biggest mistakes

Are customers satisfied with your services, products, customer service, or what was their customer experience like? These are all questions you need to know the answer to for proper CX

Watch the CX Trends 2022 Webinar

Like any industry, customer experience (CX) undergoes change and is constantly evolving, and this year is no different. We took a look at what trends will impact CX in 2022

Webinar CX Trendy 2022

We invite you to Webinar: CX Trends 2022

Whatever 2021 has brought into our lives, it is now over. We can now look towards the challenges that this year brings. Each year brings something new to the table,

How to measure customer experience? Get to know the basic CX metrics

Customer experience inherently becomes part of your brand – whether you manage it or not. It’s the basis on which customers decide whether or not to remain your customers, and

Are you asking for feedback via email? Here are some ways to increase conversion.

Regardless of the form of the feedback, the way you get it is probably the most critical to the amount of resulting data. Asking for customer reviews via email is

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

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.

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

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 520.000 € 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