Author: Paul Ainsworth

Experts Reveal What Customers REALLY Want

You might think that your product or service is great, but the truth is, it doesn’t matter if it isn’t what your customer wants. But how can you go beyond your own gut instinct to be sure you’re really meeting...

Trust ‘Vital’ in Building Long-Term Relationships With Customers

Failing to build trust undermines customer loyalty and damages revenues, with over three quarters of consumers saying they’ll leave a supplier that they don’t trust.  At the same time, focusing on getting customer service basics right and listening to consumers will...

Lush UK Washes Hands of Social Media Channels

The axing of UK social media accounts by cosmetics giant Lush could lead to more retailers turning their backs on the channels and embracing live chat, it is predicted. The high street favourite, which has over half-a-million followers on Instagram, over...

Capita Partnership to Make Insurance Experience ‘Frictionless’

UK Complaint Handling Awards winner Capita has joined forces with innovators Artificial Labs to deliver disruptive insurance tech that digitises the end-to-end insurance lifecycle, reducing manual processes and making insurance frictionless. Artificial provides digital solutions to clients across the insurance sector,...

UK Employees Failing to Understand Digital Transformation

New research among British businesses examining employees’ attitudes toward digital transformation, innovation, and cutting-edge technologies such as Artificial Intelligence, reveals confusion about the true meaning of ‘digital transformation’ and a high degree of scepticism about their employers’ appetite for digital...

Rise of the Dedicated Digital Experience Teams

Nearly half of brands have introduced a dedicated Digital Experience (DX) team to help shape their Customer Experience and journeys across digital channels. That is the findings in a new report by from experience analytics leader Clicktale. The study, titled Defining Digital...

Feefo and Thomas Cook Team-up for Fans’ Sports Experience Reviews

UK Complaint Handling Award winner Thomas Cook has extended its partnership with customer review tech experts Feefo to cover the UK travel giant’s sporting experience brand, Thomas Cook Sport. Building on a three-year relationship with Feefo – which in 2015 won...

CXM Book Club: Closing the Gap – 5 Steps to Creating an Inclusive Culture

Organisations must stop shying away from the inevitable, and instead take active steps towards creating a sustainable, Inclusive Culture, a new book on Employee Experience insists. For modern businesses, diversity and inclusion are much more than just ‘tick box’ exercises. Organisations...

Sign up Now for April’s CX Professional Masterclass With Ian Golding

The Customer Experience Professional Masterclass is taking place this month, and now is your chance to sign up for the two-day event led by author and international CX consultant Ian Golding. Ian, founder of the Customer Experience Consultancy, and author of...

Confirmit Wins Award for Work Culture

2018 UK Customer Experience Awards finalist Confirmit has been recognised at a prestigious US awards event for Employee Experience. The Tech Culture Awards recognise the “best-of-the-best work cultures within the technology sector, highlighting organisations that are committed to continuously improving the work-life balances...