Author: Paul Ainsworth

‘Poorer Shopping Experience’ Would Result From Supermarket Giants’ Merger, Watchdog Claims

The proposed merger between Sainsbury’s and Asda would lead to a “poorer shopping experience”, the Competition and Markets Authority (CMA) has warned. The concerns from the UK’s competition watchdog has cast doubts on the £12 billion merger – plans of which emerged last...

O2 Signs Crowdsourced Data Deal to Boost CX

Telefónica, whose O2 brand has enjoyed success at the UK Customer Experience Awards, has announced a new deal to use crowdsourced data as its global standard for mobile network CX testing and benchmarking. The firm has signed an agreement with the world’s...

NBF: Building Competitiveness Through Employee Engagement

The Overall Winner at this year’s Gulf Customer Experience Awards has spoken of its goals regarding hiring the very best talent in the region – and keeping them engaged as valued employees. The National Bank of Fujairah secured Gold category wins...

Customer Experience Soars to new Heights at Rebranded Dubai International

Dubai International (DXB) is rebranding as a “destination itself” as it aims to attract more visitors to the Emirate. The hub is the world’s busiest airport for international passengers, and has seen an annual average growth rate of more than 13...

New Dawn for Customer Service at NewDay

UK Complaint Handling Awards winner NewDay is undergoing a new Voice of Customer (VoC) transformation with the help of crowdsourcing service providers Limitless. The credit card firm, which was named Overall Winner in last year’s UK Complaint Handling Awards in London,...

2019 UK Customer Experience Awards: Celebrating a Decade of Excellence

Entries are now open for the 2019 UK Customer Experience Awards, which this year is marking ten years of celebrating the very best CX in Britain. The gala event will take place on October 10 at London’s Wembley Stadium, where finalists...

One bad Experience can Lead to Customers Breaking up With Brands

In an age where customer loyalty is key to repeat revenue and profits, three-in-four consumers (76 percent) admit they switch to a competitor if they have just one bad experience with a brand they like. That’s despite the fact that most...

GAME on for Customer Experience

Leading UK video game retailer GAME has partnered with Customer Experience measurement firm Service Management Group (SMG) to drive field engagement and customer loyalty. GAME is using the SMG customer feedback management platform to collect, analyse, and share feedback data while...

Employees Express Cyber Attack Fears

The UK’s employers are failing to earn the trust of staff when it comes to dealing with cyber attacks, new research shows. The findings from insurance governance experts Mactavish reveals 43 percent of senior executives and managers believe their employers have...

Research Finds Chocolate can Boost Employee Engagement

Scientists have found that offering employees chocolate could be the key to increased workplace productivity. Researchers at London Metropolitan University worked with gift firm Bloom & Wild to see if offering staff chocolate and prompting the body to produce the ‘love hormone’...