Author: CXM Editorial

How linguistics can transform the customer experience

In today’s competitive environment, the customer experience has never been so important. Organisations need an innovative approach to deal with an increasing number of customer queries while reducing costs and improving the quality, speed and efficiency of every interaction. An ever-increasing...

Barclaycard – ViP Spain

They said it couldn’t be done! But we proved them wrong! Our mission: ViP Spain – to provide Barclaycards Spanish Customers with the latest strategic servicing platform to enable our Agents in Zaragoza to provide the very best customer service coupled...

Even greater commitment to customer service sees World First triumph

World First is leading foreign exchange company, offering individuals and businesses the best exchange rates and excellent service. They were crowned in the financial services (banking and investment) category at the 2013 UK Customer Experience Awards. Here Nick Jones, Head...

Britain is bouncing back

The Bank of England’s governor, Mark Carney, recently said of the UK economy: “For the first time in a long time you don’t have to be an optimist to see the glass is half full. The recovery has finally taken...

Nationwide are wowing their customers

Nationwide’s Barking branch won the Team of the Year (Financial) at the UKCE Awards in October… So how did this small branch in East London make such a BIG impact on its customers? To put it simply, the team in Barking...

Can you create true loyalty with a loyalty programe?

It will come as no surprise that only a fraction of the loyalty cards carried by consumers are used. Generally, people only end up carrying the ones that (a) fit in their wallet and (b) can be placed on a smartphone…...

Finding the missing million

I recently met Guy Letts, Founder and Managing Director of CustomerSure which is an all in one customer feedback system. Apart from what I learnt about the product itself, I also learnt about Guy’s journey, his experience and his ‘battle scars’...

Customer Service for Financial Services

Knowledge based systems offer many unique benefits – Effective customer service software provides multiple advantages for financial services enterprises. Effective customer service is geared towards promoting a cordial relationship between a company and the people who patronize it. In its simplest...

Creating Engagement Through Empathy Engineering?

So how do you build truly great levels of customer value? We have all heard the stories about customers with an 85% satisfaction rating being almost as likely to leave you as those with a 60% rating. Well, perhaps that is...

Customer Experience & eCommerce…

In the world of eCommerce every interaction matters. Just one minute of downtime can cost a retailer thousands of pounds in lost revenue, as well as significant damage to its brand reputation and the business. In light of this, IT is...