What does great dialogue look like?
Great dialogue is the most powerful skill a leader can have. But is yours up to scratch?
How we use dialogue with people makes the difference between building good strong relationships built on trust and respect and not.
Get your business up to speed with our Evolved Dialogue Model.
Why is customer complaint handling so important?
Despite significant investment from many organisations in digital and CX transformation, why do we see customers ‘experiencing a problem’ at its highest ever level?
Are you asking Genuine Questions?
Genuine questions come from curiosity and compassion – a desire for us to learn while temporarily suspending judgment rather than proving to others we are right, and they are wrong.
Are you asking for things in the right way?
The great engagement turnaround: How BT Enterprise and Blue Sky won a coveted ICS Customer Satisfaction award
This month, the Blue Sky team was thrilled to pick up a prestigious for Customer Feedback Strategy at the ICS UK Customer Satisfaction Awards with our client, BT Enterprise.
Rupert Leyland, Sales Director at Blue Sky, shares the journey behind their success.
The Employee Experience… You’ve Got it All Wrong!
Just You thought you had it nailed, your employee experience scores have plummeted!
Benefits are short-term perks thrown at employees all the time.
Culture, on the other hand, is the deep and often invisible set of beliefs, behaviours and stories within which employees operate.
Cracking the conversation code with Computational speech analytics: Turning your voice data into great business outcomes
Computational speech analytics has enormous potential. But as Andrew Moorhouse, Director of Insight at Blue Sky points out, extracting the data that will genuinely lift your customer experience scores is trickier than it looks.
It’s an AI utopia, right? Well, not quite.
Tune in with your people, before you turn on the PC
Research published for Harvard found that 80% of the variation in engagement is attributable to leadership.
As leaders, we know that engagement drives performance, it’s not the quality of our strategy that engages our people but the human touch.
Remaining Curious about your conversations
When we need to have a difficult conversation with someone, or a conversation which could result in disagreement or conflict, its best to always remain ‘curious’.
The 10 Steps of Habit Stacking
Habit stacking is a strategy you can use to group together small changes into a routine that you follow daily. While it can feel overwhelming at first, once you get into a routine, it’s not as hard as you think.
CX Exchange for BFSI 2019
The UK’s leading customer experience event for senior banking, financial services and insurance executives. We will be connecting the most senior executives within the BFSI industry, as well as the most recommended solution providers in the CX space.
FLEX: The Blue Sky Behaviour and Personality Tool
People are not great communicators by chance; it takes great skill, a level of presence and passion.
Discover what personality you are and how to better interact with your colleagues.