Author: Paul Ainsworth

Online Sales up, but Shoppers Disappointed in Overall Digital Experience

While online sales continue to grow, people still find the digital shopping experience lacking, with four-in-ten consumers saying they’re unable to differentiate between one online brand and another, research has found. According to a survey of over 1,500 UK consumers by e-commerce...

CX Excellence Report: Challenger Banks and Cosmetics Favourite Bucking Negative Trends

Customer Experience in the UK has shown little sign of improvement in the last year, according to the latest analysis by KPMG Nunwood in their Customer Experience Excellence (CEE) report. However, whilst consumers generally felt their experiences with British brands were ‘average’...

Listen up! Brands Ignoring Voice of the Customer, Research Reveals

While over three quarters (78 percent) of brands now measure customer satisfaction, most admit to failing to get real business insight from listening to the Voice of the Customer (VoC), according to new research. The findings from AI chat firm Eptica...

Personalised Pricing Sways Supermarket Shoppers

New research has revealed that targeted discounting (otherwise known as personalised pricing) that offers regular discounts on a proportion of products that a shopper regularly buys, can have a substantial effect on where people focus their supermarket shopping. The findings from Go...

Ecoscheme Joins 2019 UK Complaint Handling Awards as Sponsor

Bespoke complaint management firm Ecoscheme is joining forces with the UK Complaint Handling Awards for their 2019 gala ceremony in London. The annual event, which is hosted by Awards International, is the UK’s premier celebration of the best in British customer...

Clothes2order’s Pride in Achieving UK Customer Experience Award

Personalised clothing company Clothes2order.com has won a Silver honour at the 2018 UK Customer Experience Awards. The Trafford Park-based business earned the award in the Customers at the Heart of Everything – Customer Satisfaction category. Marketing director Simon Turner and manufacturing operations manager Adam...

AkzoNobel’s Ali Lawri: CX Professional of the Year

The CX Professional of the Year title has been awarded to Alison Lawri of paint and coatings firm AkzoNobel at the 2018 UK Customer Experience Awards. Alison – or Ali to colleagues – is Head of Customer Experience, Quality & Continuous...

Business Stream: Another Successful Year for Water Supplier

Water Supplier Business Stream has been crowned in the Best Utilities category at the 2018 UK Customer Experience Awards. Known – for good reason – as ‘The Water Experts’, the Scottish Water subsidiary returned to Wembley Stadium following their success at...

Liquid Gold: Affinity Water’s Award-Winning CX Overhaul

A ‘revolutionary’ revamp of customer interactions has helped Affinity Water win a prestigious UK Customer Experience Award. The water supplier attended the Wembley Stadium event and presented to judges on ‘Project Revolution’, an initiative that is moving the brand from a...

Refinitiv Named Best International Business at the 2018 UKCXAs

Refinitiv, the new name for the Financial and Risk Business of Thomson Reuters, has been recognised for a new online streamlining strategy for clients at the 2018 UK Customer Experience Awards. In partnership with Clarasys, the brand created ‘My Account’ – a...