Author: CXM Editorial

Why is the customer experience of the Motor Industry so often so bad?

Every automotive brand is trying to create an army of loyal advocates but very few are succeeding to an extent that is really driving profitable growth. Why is this? Let me start by saying that I am not a habitual Motor...

Investing in our obsession with customer service

DPD is the fastest growing parcel delivery company in the UK and has experienced unprecedented growth of 20% a year in recent times. The success is down to an obsession with being totally customer-centric. Not just one department doing ‘customer...

Is the world turning off its axis?

“The old website makes me want to lose the will to live, none of it as a user experience is joined up”. These were the words used recently to describe Ryanair’s website by none other than Michael O’Leary, Ryanair’s chief....

Customer service must keep a place for paper

You’d think that in today’s customer-focused economy most companies would try to avoid deliberately ignoring customer concerns. Yet a new study from Iron Mountain* reveals that over half (57 per cent) of firms in the UK do exactly that with...

Why great service is part of the DNA for IT Service Provider ‘ramsac’

Surrey based IT solutions provider ramsac, have established themselves as a people driven, business orientated IT business. For the first 10 years of ramsac’s life there was very much a family feeling with no more than 10 people on the...

Customer Experience vs. Customer Engagement

Retaining subscribers in this competitive environment is challenging. Marketing faster network speeds and offering new devices is no longer enough to keep customers on board. Mobile operators adopted Customer Experience Management (CEM) to optimize interactions from the customer’s perspective...

Who are The Inheritors?

Although it’s not exactly as William Golding had originally written in Lord of the Flies, we are all holders of a modern day conch – using it to wield as much power as we possibly can. Every day we spring out of bed and enter...

Could you be an Awards Judge?

Finalists have been announced for the UK Digital Experience Awards 2014 but there is still time to put yourself forward as a judge for the awards. Judging is an opportunity to share your knowledge and experience, and at the same time...

Four Innovations Driving the Automotive Customer Experience

The automotive industry has always depended on innovation to develop today’s super advanced vehicles. These four innovations are revolutionizing the automotive customers’ experience. “If I had asked people what they wanted, they would have said faster horses.” This much-repeated quote, attributed...

5 Tips for Handling Contact Centre Crisis

In today’s customer-obsessed culture, consumers have come to expect excellence in all areas of service. This has been the driving force behind things such as 24-hour access to customer support and delivery of anything from groceries to cars on their...