Author: CXM Editorial

Bank switch changes good for customers

New rules allowing customers to switch bank accounts within a week will put pressure on financial institutions to review the way they treat both new and existing customers. And it is about time that banks put customers at the heart of...

Case study: Kirklees Active Leisure (KAL)

Pursuing customer excellence in a challenging economic environment… Managing more than 2.85 million customers in an increasingly competitive environment, whilst adapting to a backdrop of decreasing local authority funding, is some juggling act that would leave a lot of organisations in...

Multichannel shopping – but what happened to multichannel customer service?

The retail sector is evolving in so many ways, and many retailers are implementing multichannel and omnichannel solutions with the ultimate objective of creating a truly integrated customer experience, But Steve Feeney, Account Director at Genesys, argues that an integrated...

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Inspiring students helped by Awards

Brace yourselves for a glittering event as the UK Customer Experience Awards 2013 is almost upon us. The sell-out extravaganza takes place in London on October 17 and will reveal and reward winners in 25 categories. Top names including Virgin Media,...

Ben & Jerry's are the cream of the brands

Our sizzling summer has put ice cream giant Ben & Jerry’s at the top of the brand popularity chart, according to the latest statistics from the UK Customer Experience Index (UKCEI). And supermarket Sainsbury’s is struggling at the bottom with a...

Selecting the Right Customer Experience Metrics

Businesses are finding that there is a tight correlation between loyalty and customer experience. Any company can improve sections of its customer experience, but it takes more than some superficial changes to create long-term results. Customer Experience Management (CEM) solutions...