Author: CXM Editorial

With the Right (Cart)Assist, You Can Reduce Contact Centre Costs by 50%

Goodman, UK electronics specialist, sees 83 per cent success rate in resolving first time customer queries using robust self-service system As 48 per cent of consumers site call centres as their most frustrating customer service channel, leading entertainment technology brand, Goodmans,...

AI, from A to Z

Three predictions for the future of Artificial Intelligence (AI) in customer service Artificial Intelligence, or ‘AI’ for short, has the potential to radically improve the way that many businesses deliver customer service. In this article Dave Paulding, Regional Director at Interactive...

Black Friday 2015 Set to Be UK’s First £1bn Online Shopping Day

By Salmon Following the impact of Black Friday 2014 and the surge in sales it caused for the UK’s online retailers, global digital commerce consultancy Salmon has today predicted that Black Friday 2015 (27th November) will lead to the UK’s first...

Public Transport Overtakes Utilities for Worst Customer Service

Honesty and efficiency are the most valued traits by consumers when dealing with companies Public transport & train operators overtook utility companies in the league table of worst customer experience and service providers, according to the second annual Customer Experience Survey...

We Know We’re Doing Things Right When Our Clients Send Us Flowers

CXM Interview with David Wright, CMO of Police Mutual on their cooperation with Avanade UK and the impact of the partnership on their business CXM: What was the decisive point for choosing Avanade UK for partnership? What did the process look...

UK Holidaymakers Still Depend on Printed Travel Documents

The Canon research based on findings from a survey conducted by ICM Unlimited that polled 5,000 qualified individuals across the UK, France, Germany, Italy and Spain in June 2015 With the summer holiday season about to end, Canon reveals that despite...

8×8 Solutions + EasyRoommate + Vivastreet = Stronger Global CX

EasyRoommate and Vivastreet – Case study The world’s leading flat sharing website, EasyRoommate and free classified ads site, Vivastreet, attract over 15 million global web visits every month. Part of Web DMUK Limited and with a huge international presence, EasyRoommate and...

The Art of Turning Infrequent Customers into Loyal Advocates

By City Cruises MD, Kyle Houghton Providing our customers with an excellent experience has always been at the heart of how we operate at City Cruises. Our river boat sightseeing and dining cruises showcase the best of London during the day...

Make Room for New-Fashioned Luxury in Your 5-Star Hotel

Customers Challenge the Ordinary in Search for Authentic Service by Dale Smith, The founder and Director of Creation at Bridge Training & Events “Boutique Hotel” is a term that was initially used in North America and the UK to describe small...

UK Businesses Waste £14 Billion a Year on Poor Market Research

By Manoj Madhusudanan, Managing Director of InsightBee The way in which businesses conduct market research has changed dramatically in recent years. In the post-recession marketplace, gathering intelligence to support your business development plans in a timely and cost effective manner has...