Author: CXM Editorial

Would you make a good Judge?

Have you thought about judging at the UK Customer Experience Awards, but weren’t sure what was involved? Judging has a lot to offer and is a wonderful way to share your knowledge and expertise. At the same time it will help...

Are you afloat on an innovation sea?

“There is a tide in the affairs of men, which taken at the flood, leads on to fortune. Omitted, all the voyage of their life is bound in shallows and in miseries. On such a full sea are we now...

8 Elements to Delivering Delightful Customer Experiences

More often than not, interactions between today’s multichannel, multidevice consumers and businesses are cross-touchpoint journeys. How can a business orchestrate these journeys so that they are both delightful for the customer and profitable for the business? Based on our experience...

Are retailers letting their customers down?

Steve Williams from Qmatic explores the findings of a survey that exposes a disconnect between how retailers rate their performance and customer perceptions of actual service delivery Consumers confirm they’re being let down when it comes to experiencing a consistent, positive...

Appointments

Customer management consultancy, Ember Services, has responded to growing demand with two key appointments to its consultancy team. Nigel Bareham, who comes to Ember from Vodafone, will specialise in the development of customer strategies across online, voice and social channels.         Greg Latton...

Prismastar Appoints New CTO

Ave Wrigley joins from TagMan 5th June 2014 – eCommerce specialist PrismaStar has appointed Ave Wrigley as its CTO. Ave will be responsible for all of PrismaStar’s development and operations as well as innovating new products and technology. Ave takes up...

Questback working to transform customer and employee experience

A menu of Questback’s feedback solutions are now available to the public sector via G-Cloud 5. G-Cloud allows the public sector to buy cloud-based services off the shelf, avoiding lock-in to expensive contracts with single suppliers, and encouraging cost-effective, innovative solutions....

Wowcher customers given the ‘wow’ factor

Wowcher, the UK’s second largest daily deals website, has transformed its customer experience with NewVoiceMedia’s true cloud contact centre solution ContactWorld for Service. The company is using the technology to successfully resolve over 150,000 inbound and 40,000 outbound calls a year,...

Don't just crunch the numbers- there’s more to customer experience than data…Culture Matters!

It’s the craze everyone is into, in nine out of 10 organisations, senior leadership teams are grappling with the challenge of trying to become more “service orientated” or “customer-centric”. They are embracing the customer agenda to improve profitability and to...

Take Me To The Cauliflower! – A customer service parable

We have a saying in the office “Take me to the cauliflower” – it wasn’t introduced as a conscious part of our culture but it’s very much alive and I think it’s here to stay! Customer service is a primary focus...