Author: Greg Wilson

Ageas UK CEO delivers profits and customer experience

Ageas has been on a journey. Its decision in February 2022 to sell its commercial insurance business to Axa UK and Ireland for an initial £47.5 million, left the firm committed to its personal line insurance business. To grow, Ageas decided...

Market Harborough Building Society pushes CX to the top of its agenda

Typically, building societies aren’t considered seething hotbeds of change. But Market Harborough Building Society (MHBS) has been shredding stereotypes as it overhauled its company culture and put customer experience at the centre of its business. The catalyst for change was market...

Exinity’s AI-chatbot project boosts call deflection rate

Two years ago, the team at Exinity, an online brokerage firm, was looking at its customer pain points. The business, which has over two million clients, in 150 countries, was handling a huge volume of live chats across its team...

Bruce Temkin wants to change how you think

Bruce Temkin has done as much as anyone to define customer experience thinking. Having left Qualtrics at the start of the year, the industry veteran is embarking on a whole new adventure. And it might be his biggest challenge yet....

People powered business success

COVID was a hard reset on life and business. First it stopped everything, and then it changed everything. Nearly five years later, the scale of change brought by the pandemic has started to recede as many businesses attempt to corral staff...

Bruce Temkin: The agent of change

Bruce Temkin left his position as the global head of Qualtrics XM Institute in February of this year. While he puts the finishing touches to his fresh initiative, Humanity@Scale, CXM caught up with one of the founding fathers of the...

CX at a crossroads: (or has it run out of road)

When The Wall Street Journal declared ‘Customer experience gets worse. Again’, in June of this year, it sparked soul-searching and head scratching in equal measure. With all the money spent, and all the work done, how and why are so...

CX standards: it’s now or never for the industry to agree a shared set of standards

In the middle of July, Kantar, Bain and Company and Qualtrics hosted a press conference to announce they’d set up a Working Group to develop a set of Global CX Standards. By creating a common language for CX, the three...

APS embeds VoC into heart of operations

APS Bank is leveraging customer feedback to provide a competitive edge. In the last year, the Malta-based bank has captured feedback from the equivalent of 20% of its customer base, via HappyOrNot terminals based in its branches. “This enables us to...

Millennials and Gen Zers hate using the phone — what does that mean for customer and employee experience?

I got my son his first phone when he started secondary school, so he would’ve been nearly 11. We justified our decision by saying he needed one to call us in case of an emergency. Five years later, and we’re opening...