Author: CXM Editorial

Banking on good customer service?

The future of customer service is to bridge the gap between the smart consumer with the smartphone and the bank holding his or her financial assets. Even though mobile applications are becoming increasingly powerful customer touch points, many banks are...

Is Innovation the Key to a Whole New Level of Customer Service?

In July, the Institute of Customer Service published the results of their UK Satisfaction Index (UKCSI), a national survey that gauges the quality of UK customer service annually. This year, the results showed that customer service satisfaction had plateaued. Since...

Findel Education – Transforming Customer Experience

Getting shortlisted for the UK Customer Experience Awards is an achievement in itself. Winning an award is a huge success. Findel Education fought off strong competition from the likes of LV, Virgin Media and Capita to win Best Business Change...

Improving Your Business Using Text Analysis On Chat Logs

Chat log topic and sentiment analysis Picture by Nicolas Nova Creative Commons License More and more, companies are using chat as a means of running their support function. This approach has some clear benefits over traditional phone support. It is convenient for customers,...

Insight Networks A New Approach To Enhance Customer Experience Management

Networks have always been a way for people and businesses to gain synergies, they are a means to create and add value. In creating Insight Networks, CX Index brings the benefits associated with networks to the world of Customer Experience...

Put your customers in the driving seat

How to make sure customers influence your business As they hurled themselves around the race track in some of the fastest cars on the planet, the irony wasn’t lost: Easynet’s customers were literally and figuratively in the driving seat. This was...

Internal Customer Service – what is it and why is it important?

“The way you treat your employees is the way they will treat your customers.” Quote by Richard Branson. Founder of Virgin Group Many organisations forget that the way they treat their own personnel and the way colleagues interact has a profound effect on...

Contact centre: Heart of the business or outdated irrelevance?

Paul Scott discusses the contact centre’s future in light of findings from the 2103 Dimension Data Global Contact Centre Benchmarking Report. For decades customer management leaders have argued that the contact centre should sit at the heart of business strategy and...

Using IT To Further Improve The Customer Experience

Creating a sustainable environment where customers feel comfortable to provide feedback requires a safe and easy way for them to communicate their thoughts. A recent NHS project we have undertaken involved creating a system for patients to provide feedback for their...

United Biscuits makes £25,000 savings with IT investment


United Biscuits (UB) is one of the world’s pre-eminent branded snacks businesses with a reputation for meeting consumer needs for well over 100 years.  UB’s unrivalled portfolio of brands includes favourites such as McVitie’s, Jacob’s, Carr’s, Jaffa Cakes, Mini Cheddars,...