Author: Greg Wilson

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...

TAV Airports puts passengers first with innovation competition

In July, TAV Airports kicked off an innovation competition to give startups across Turkey, France and Jordan the opportunity to meet investors, gain exposure and win support to develop their ideas.  The Airport Innovation Days competition, which is held in conjunction with Group...

Customer Connections provides staging point for CX revolution in HSBC

HSBC is quietly revolutionising its retail banking operations. What started out as a training programme in its Direct Mortgage team at the start of 2023 has evolved into a global initiative designed to embed empathy and improve customer experience into...