Author: Paul Ainsworth

Business Stream Awarded Multi-Million Public Sector Contract

UK Customer Experience Awards winner Business Stream has been awarded the YPO framework contract following a highly competitive tendering process. The four year deal is worth up to £62 million and is one of the largest contracts to be awarded since...

Financial Services Failing to ‘Treat Customers Fairly’, Report Finds

Over half (52 percent) of financial services customers feel firms treat consumers unfairly, according to new research. A new report by Voice of the Customer (VoC) pioneers Maru/edr is based on a study into customer treatment in the financial services industry, which interviewed...

Major Digital Transformation Journey at Gulf Bank as Part of CX Overhaul

Kuwait’s Gulf Bank has revealed details of a digital transformation journey designed to streamline their service for customers. Working with firm Alaris, the bank has digitized 50 million documents using scanners, which has dramatically reduced physical storage space and resulted in...

2019 UK Employee Experience Awards Finalists Announced

The finalists for the 2019 UK Employee Experience Awards have been revealed, with businesses across Britain competing in 19 categories covering every aspect of employee engagement and its impact on overall Customer Experience.  The daytime event will be hosted by Awards...

B2B E-commerce Lagging Behind B2C for Customer Experience

Poor product visualisation is preventing almost a quarter of B2B customers from making purchases online, according to a new report. E-commerce agency PushON surveyed 500 key business decision makers from up and down the country and found that although the majority of B2B...

Skipton Building Society Reflects on an Award-Winning Year

Skipton Building Society, which enjoyed huge success at the UK Customer Experience Awards, has seen membership jump to over one million customers following an incredible year. The firm, which won three gold awards at the UKCXAs in Wembley Stadium in October, announced its...

Report Highlights What Turns Customers off Brands

Bad customer service caused UK customers to stop using a product or service 3.6 times in the last year, a new report has revealed. Based on a global survey of 2,000 customer-facing employees by CITE Research, including 500 in the UK, the report...

Confirmit hits the Jackpot in Las Vegas Customer Service Stevie Awards

Confirmit, one of the world’s premier names in VoC research, has won a major customer service award in the US. The company – which was a finalist at the 2018 UK Customer Experience Awards – claimed the Business Intelligence Solution – New Version title at...

AI Robots on way to UK Supermarkets

Fully-autonomous, retail service robots are heading to the UK for the first time and are set to “increase in-store efficiency, reduce operational costs, and improve customer satisfaction” in supermarkets across the country. The technology comes from Bossa Nova, a data service...

Lifestyle Trumps Salary for UK Workers Keen to Relocate

The willingness of UK professionals to relocate to other parts of the country has been revealed in a new survey, which shows that Londoners are most keen to move for the chance of a better lifestyle. Professionals in London (73 percent),...