Author: Paul Ainsworth

Nationwide Voted UK’s Most Trusted Bank

Nationwide is the UK’s most trusted financial service provider for 2018, according to new research from experience management company and former UK Customer Experience Awards entrants Qualtrics. The research, which surveyed 1,000 UK consumers about the banks and financial services they...

Marketers Plan for Complete Control of CX

Eighty percent of marketers plan to take complete control of their companies’ Customer Experience (CX) initiatives over the next two years according to new research. The findings by Episerver in its CX Today and Tomorrow report incorporates data from 100 in-house marketers across the UK,...

Avaya Opens CX Centre in Riyadh

Contact centre communications firm Avaya has opened a new Customer Experience centre in Saudi Arabia. The company has established office space at the Information Technology and Communications Complex (ITCC), a commercial and housing development that serves as the epicentre of the...

MPs Demand Ombudsman Reforms in Critical Report

The UK’s ombudsman system has been dubbed “as useful to consumers as a chocolate teapot” amid calls by MPs for reform. Westminster’s All-Party Parliamentary Group (APPG) on Consumer Protection – a cross-party group of politicians including MPs and a peer from...

Businesses Warned to Address ‘Customer Experience Disconnect’

Sixty-eight percent of Middle East and African (MEA) businesses say Customer Experience is not represented at board level, with lower-level management or multiple managers often assuming responsibility. The findings by global technology integrator and managed services provider for hybrid IT, Dimension...

BSC Focuses on Wellbeing at Work

Research by the British Safety Council has identified significant levels of uncertainty in the UK about wellbeing at work. Its new report Not just free fruit: wellbeing at work, found that employee wellbeing is often ignored or misunderstood, with employers unsure how...

A Quarter of British Businesses Suffering Thanks to Poor UX

A quarter of UK business customers would shun a company that had poor website usability and choose to shop elsewhere, according to new research. The findings by full-service e-commerce agency PushON show that of the 500 UK business decision makers that were surveyed, 25...

Business Stream Doubles Market Share With new Acquisition

UK Customer Experience Award winner Business Stream has bought the customer base of competitors, doubling its market share and cementing its position as one of the top three retailers in the British water market. The acquisition will see Scotland’s largest non-domestic water supplier absorb...

Gulf Customer Experience Awards: Winners Crowned in Dubai

The winners of the Gulf Customer Experience Awards have been celebrating their wins in Dubai following a day that saw the culmination of months of work by dedicated finalists. The ceremony, sponsored by Oracle, took place in the Conrad Dubai hotel...

Ten Percent of British Customers Have Never had Good Service

One-in-ten UK consumers has never experienced good customer service, according to new research. The findings from Zendesk Inc show just how damaging poor customer service can be, with 70 percent of UK respondents remembering negative experiences from more than a year...