Author: CXM Editorial

Up the Gumtree

Gumtree welcomes Gioia Manetti as its new Chief Customer Officer. She will be responsible for marketing, customer support, and the core product team, as well as supporting the business strategy to become one of the top ten sites in the...

Are You Giving Your Employees a Great Experience? Enter the new UK Employee Experience Awards!

The new UK Employee Experience Awards 2014 have been launched to recognise and celebrate best practice in the delivery and improvement of outstanding employee experience. The Awards recognise organisations, teams, leaders, managers and specialist professionals including those in HR, Learning &...

10 Ways to Improve Your Digital Customer Experience

We review and benchmark hundreds of websites around the world each year; using a combination of consumer insights, behavioural tracking and expert evaluation mapped to best practice customer decision journeys. In the course of these analyses, it has become clear that...

Who should own the Digital Experience?

Digital customer experience is fast becoming a key business differentiator, with those responsible for the digital development and delivery being challenged to achieve the best digital initiatives to support their company, but in many organisations the key factors for a truly...

Is live chat support a blessing in disguise for online retail stores?

No one can question the importance that good customer service holds for the success of any business, and when it comes to e-commerce websites, its importance increases by many folds. This is because whilst making a transaction on a virtual...

Hexagon Housing unlock the potential of call recording and put residents first

With over 120 staff operating in South East London, Hexagon Housing have been providing quality social housing care and support services to vulnerable client groups for more than 20 years. Managing over 4,000 properties, three independent care homes and dealing...

Top spot for Morrisons

Morrisons appears at long last to have something to smile about.  The supermarket’s online shopping service is now significantly ahead of all of its rivals in the latest Customer Experience Magazine/SpectrumInsight digital shopping tracker covering the period from 1...

Visual engagement

Forward-thinking LV= is to pilot the use of Vizolution’s vScreen which uses visuals to improve customer engagement in its life and broker insurance divisions. The system allows advisers to replicate the experience of a face-to-face interview via remote technology at the...

Digital Celebrations

Winners of the first ever UK Digital Experience Awards 2014 are still celebrating their well-deserved accolades. Created to recognise and celebrate the delivery of exceptional customer experience through digital channels and media, the Awards proved to be a stunning digital showcase. Held...

Specialist mystery shopper training

Specialist mystery shopper training has been taking place at the Douglas Stafford head office to ensure the company’s shoppers are the best in the field. New recruits were put through their paces at Douglas Stafford’s head office at 1000 Lakeside, Portsmouth,...