Sandra RadlovackiSandra RadlovackiAugust 6, 2020


CXM had the opportunity to talk with Eliot Heilpern, Director and Co-founder of The Payments Business, a member driven forum with the purpose of sharing the latest information about regulatory changes and innovations in the UK payments business. Eliot is also a Chief Executive Officer and Founder of Parthenon Communications, a banking-oriented consultancy. Possessing extensive experience and knowledge of the finance, commercial and banking sector, Eliot Heilpern was invited to be a Judge at the UK Business Awards 2019 and a Chair Judge at the UK Business Awards 2020.

Read below about Eliot’s background, his experience at the Awards and the pros and cons and future of the ever-prevalent technology in our everyday lives…

Hello Eliot! Tell us about your professional background, and how you came into the position you are at now.

My background is from the finance role, I spent 38 years in international banking. I worked for four major global international institutions, here in London, in Wall Street, California, Boston, the Far East and the Nordics. My area of work is very much client-relationship management, so Customer Experience was and certainly continues to be very important.

This further included liquidity, international payments, trade, lending, and all aspects of corporate banking. In my last institution, Bank New York Mellon, they are very big in US Dollar Clearing, so we were competing with JP Morgan-Chase, Bank of America, and Citi. It was very exciting, very collegiate, with great people. I come from a very client-focused area, and where generating revenue through client relationships, you need to put in long hours; and if you perform it is very satisfying. I’ve enjoyed it, it’s been a tremendous opportunity, lots of travelling, and I met lots of interesting people.

What attracted to you Judge at the UK Business Awards? How would you describe your experience?

It’s actually an interesting story. I was going to a presentation in London, and as I got in the lift, I met Don Hales, the founder of UK Business Awards. He’s a real gentleman and as he was going to the same place as myself, we started chatting. He actually introduced me to the whole concept of Awards International. We met again at the UK Professional Speakers Association. It was last year when he introduced me to the Awards team in the UK, and from there I signed up and got all the relevant requirements, and I was asked to be a judge. It was fantastic last year, when the awards took place in a hotel in Central London. In fact, it was one of the most exciting days I have ever had. The people I was judging with were great, and I kept in touch with a few of them. The presentations were very good. I have to say this year they were even better! That was a high bar to get over.

The whole day was fantastic. Big thank you to Don and all the people from Awards International.

How would you compare the Live Online Awards to the previous face-to-face format? Did you find it more convenient?

First of all, I have to say, I was quite honoured to be asked to be Head of the Judges Panel at this year’s Awards in my category of “Financial Services”.
The technology coordination was amazing, seamless, going from one session to another was brilliantly done, with break-out sessions. I had no idea how it would work in the virtual environment.

Obviously, when you are physically there at the Awards ceremony it’s much more exciting, but this was tremendous too. Awards International and their IT team should come over here and start working on my personal PC system!


To me, and it applies to anything, when you cannot actually speak to someone, and rely on a virtual environment, it does not feel the same as if you were physically there, with the person. Human characteristics are all about speaking and communicating. Social media tools such as Zoom and Skype are good intermediaries, and I understand this; but we need to interact with people in a physical way and within a physical environment; speaking, interacting where we see people’s reaction and their behaviour. However, given that we have to work in this more challenging environment, the Awards virtual event was excellently done, probably one of the best virtual environments I’ve been in in the last three to four months.

However, I cannot get away from the fact that when you are with the people, physically, seeing their reaction, circulating in a hall, having coffee with all these people from different areas, it’s a fantastic feeling. Sadly, you can’t do that in virtual environment, but you have to make do with what you can.

This year we saw a massive transition to digital in all aspects of life. What are your thoughts on businesses rapidly re-modelling their plans to meet the standards of the ‘new normal’?

I have lots to say on this, and I am slightly conflicted and in two minds. On the positive side, technology during my professional life has improved immensely. When I was growing up in the 60’s it wasn’t around. Technology has over the years ensconced itself within various industries, particularly in my industry, international banking and payments, in the retail environment also, and it affects all of us. As technology becomes more sophisticated there will be a raft of new facilities coming out, new ways of working, new “authentication” methods, which will involve biometrics like voice and face recognition, instead of simply typing in a number, or one’s chosen password.

This is all good, and I think the new digital environment together with how we are going to adapt to the “new” normal after COVID will involve biometrics and digital.

But there’s a caveat. Technology is great and it’s like with everything in life – it’s great when it works, but when it doesn’t, you have an issue. There are some “unintended consequences” of technology and one of the things I have noticed both in my personal and professional life is that people have lost the ability to communicate, to explain, and espouse, and interact with one another. Everything now is very quick, and hedonistic. It’s all short-term pleasure, with short-term gains. The ability to debate in a civilized forum and in a civilized manner, I fear, is in the process of being lost, due to our huge reliance on technology.

It hasn’t been lost totally lost – I am pleased to say – and I hope that when we are back in the “new” normal, people will say: “I’ve had enough of Zoom! I want to go out and meet people and physically communicate with them”. I think there will be an adverse reaction where people will want to go out and physically speak to their work colleagues and clients.

The bottom line is, there’s got to be a balance but I believe currently there is no acceptable balance in society when it comes to technology and communicating with one another. Sometimes it seems like social media has completely taken over.

Given that the entire world has been shaken by the crisis, plenty of people and even entire countries have found themselves getting into debt, trying to make ends meet. What are your predictions for the future of the financial sector and finally, the state of the economy in general?

How long is a piece of string? I have started a UK Payments Industry initiative entitled The Payments Business with three senior colleagues from the City of London, and the reason we started this business is because the industry has become so very fragmented. New players have come into the market, bigger players. The banks have not kept up with technology. Many new fintech organisations have emerged recently, with new applications and technology; all offering much quicker and more convenient front-end services, which have been priced competitively.

As new technology comes into the industry, the regulator has to try and keep abreast of developments, and that’s very difficult. And there are times that the regulator himself is a little short of answers. For example; the regulator might say with regards to a new industry requirement: “This needs to be in place by March 2021, and all must be completed from a due diligence perspective by this date.” The participants in the industry, big, small, fintechs, the challenger banks, and some of the big corporations often say: “That’s great; but what are we actually meant to do? We know we have to do this, but how do we do it?”

The Payments Business has tapped into this much needed area because the industry is so fragmented, and as a result, we provide the required information to fill the gaps where industry participants have difficulty. That’s what is going to happen even more as the industry grows, as payments technology grows. The industry will become more fractured, more fragmented. People and organisations will adopt their own methods, and of course, they will want to comply with the regulator. But they will be doing it at different speeds, causing further industry fragmentation. The Payments Business’s aim is to try to bridge that fragmentation.

One of the key elements of continuing concern is the aspect of security. As we move to a more digital age in the financial and payments arena, and this can apply to other industries such as the pharmaceutical industry and insurance industry as well – although this consumer concern appears to greater in the payments industry – is that people will become even more concerned about their data. GDPR (Global Data Protection Regulation) as we have this in the UK will continue to intensify and become more ensconced within the regulatory environment. People want to be sure that their personal information is safe and secure.

Security here means “a sense of real confidence” for you and I, the users. This is going to become a greater issue when a service provider holds customers’ data, but once the service provider holds this data and consequently controls it – they have everything!

Secondly, I think the financial sector’s future revolves around the more sophisticated “real-time” technology, and as mentioned earlier, the implementation of biometrics, voice recognition, face recognition, fingerprint recognition. There are also all going to grow rapidly. For instance; now supermarkets offer the option to pay bills, withdraw money from local accounts held with them, in addition to their core offering of supplying groceries; and this can all be undertaken in one location and/or on-line using the supermarket’s one “app” place. “Smart Cities” will also become a thing of the present, where all the merchants in the high street are connected to one another through one application; and customers can purchase and pay on-line for different products and services using just the one application, which connects all these merchants. Hence more choice for the consumer, more convenience, all actioned in one location on-line with one app, and involving heightened biometric security arrangements. A “cross-fertilisation” of products and services, which are all purchased and paid for in a virtual environment. No need to leave the house to shop anymore! Here whether one likes it or not, is the future of the financial and payments sector.

Sandra RadlovackiSandra RadlovackiAugust 6, 2020


Entries are now open for the 2021 UK Complaint Handling Awards, Britain’s biggest celebration of CX-inspired initiatives to resolve consumer problems.

2021 will be the fifth year of the UK Complaint Handling Awards, this time held fully online, from start to finish, using the latest videoconferencing software.

On March 4, 2021, the finalists will present online before an expert panel of judges from across various sectors.

Some of the most recognisable brands in utilities, finance, and more were represented at the 2020 finals earlier this year, and now organisations have the chance to join the winners in the Hall of Fame by entering before the deadline of December 10.

Those who enter before October 22 can take advantage of a special Early Bird discount, that can save up to £100 off the standard entry price.

There are 13 categories to choose from for 2021, encompassing both industry and discipline-specific areas. They incorporate both B2B and B2C initiatives, and include categories for organisations of all sizes so that everyone has the chance to earn recognition.

New categories include Zero 2 Hero – Transforming Customer Relations, and Vulnerable Situations while as always, the day will see one Overall Winner crowned from the category champions.

Running in parallel with the Awards Finals, a series of talks called #ComplainNow will gather specialists in complain handling who will be presenting the latest research and sharing opinions on what is happening in the industry.

Event host Awards International has been accredited with the Gold Standard in the Awards Trust Mark Scheme from the Independent Awards Standards Council, meeting all 18 criteria to qualify for the highest trust mark possible.

Following the success of 3 Awards events held LIVE online and to comply with health and safety regulations, the 2021 UK Complaint Handling Awards will be held in a new format, allowing participants to enjoy the Awards experience without the need to leave their office or home.

Click here to enter now.

Click here for further details on the LIVE online Awards Experience.

Sandra RadlovackiSandra RadlovackiAugust 5, 2020


The online retail giant plans on launching at least 30 physical stores across the UK where customers won’t need to pay at checkout.

In December 2016, it was announced that Amazon Go would soon be opening its first shops in Seattle, USA, allowing consumers to simply walk out the door with the products they wished to buy.

Five months later, it was reported that Amazon Go stores could make their way to the UK in the near future, with the firm filing several Amazon Go-related trademark applications with the UK Intellectual Property Office, including “No Lines, No Checkout. (No, Seriously)”.

Amazon has signed off on deals to open more than 10 Amazon Go shops in the UK, the first of which may open in the English capital by the end of the year.

Furthermore, the firm is reportedly holding discussions to open an additional 20 shops after the first 10, many of which are said to be located near public transport.

In order to shop at an Amazon Go or Amazon Go Grocery store, customers need to be registered as Amazon account users. They also need to have downloaded the Amazon Go app on a recent-generation smartphone, according to Amazon’s website

Shoppers will be able to use the app to enter the store, and then freely browse and shop as they would in any other store. Another advantage of shopping in this kind of stores is no checkouts and no lines.

When shopping in an Amazon Go store, Amazon’s “Walk Out Technology” is able to detect when customers take items from shelves and put them back, all-the-while keeping track of consumers’ virtual carts.

Once a customer has left the store with the items of their choosing, they will be charged on their Amazon account and will receive a receipt for their purchases.


Sandra RadlovackiSandra RadlovackiJuly 31, 2020


Emerging from the coronavirus lockdown, brands and retailers are expected to shift towards sustainability as 37 percent of UK and Irish consumers became more conscious of their online shopping habits and the impact it has on the environment.

The research conducted by PFS and LiveArea has found a growing environmental awareness in consumers, with over 70 percent looking for recyclable or minimised use of packaging when buying from brands.

The temporary closure of brick-and-mortar stores resulted in many consumers reevaluating their shopping habits and how it impacts the environment. The report ‘Selling Sustainability: Adapting to the New Conscious Consumer’ reveals more and more consumers turning to more sustainable ways of buying, a result of the change in shopping habits.

During the worldwide lockdown, many consumers had in mind the process retailers go through prior to each successful delivery, which caused only 37 percent of them to be satisfied with the communication from online retailers or brands on the environmental impact.

Inquiries such as where and how a product is sourced are also becoming more important in the purchasing process, leading to 35 percent of consumers now only make a purchase if a product is naturally and locally sourced or sustainable. Fifty-six percent of respondents prefer to buy products produced in their own country.

Just below half (43 percent) of the surveyed consumers prefer to purchase in-store or to buy online pick-up in store (BOPIS), believing that these preferences have a lower environmental impact compared to online-only shopping.

Over-purchasing is another of consumer habits that has decreased due to the COVID-19 pandemic, with over a third (37 percent) of all shoppers having stopped over-purchasing in aim to reduce pollution caused by delivery vehicles. Item returns have fallen as 30 percent of respondents are returning fewer items than before the shift towards sustainability. This change in habits could greatly impact on how online retailers and brands approach promotions in the future.

There is still a considerable lack of information provided by online retailers and brands on how they are handling returned items. Only 26 percent of consumers say that they are aware of what happens to products when they return them to online retailers and brands.

According to the figures from Optoro, a technology company that works with retailers and manufacturers to manage and then resell their returned and excess merchandise, 5 billion pounds of waste is generated every year through such waste. Fifteen million metric tons of carbon dioxide is emitted into the atmosphere during the handling of returned items.

Contrary to this, the research found that 42 percent of consumers believe the returned products are reused or recycled, while only 22 percent is aware that the goods are often thrown away. Indicating a need for change, more than 70 percent of consumers would change their online shopping habits if they were aware of the amount of returns that go to landfill.

On a positive note, consumers are actively seeking online retailers and brands who stand by their sustainable credentials. The findings reveal that over half of French consumers are diligent in checking an item’s credentials, while there are only 38 percent of those in the UK and Republic of Ireland.

Christophe Pecoraro, Managing Director of PFS Europe, commented: “For retailers, a change in behaviour and beliefs means they must work even harder to gain and maintain loyalty from consumers by positioning themselves as a brand that understands the needs and desires of its customers throughout the entire buying journey. Getting the balance right is important, but so too is authenticity. Consumers can see through empty gestures – substance is essential. Consumers are now more carefully considering what, where and how they buy items. The brands that meet these needs will be best positioned to thrive in the future.”

Benoit Soucaret, Creative Director at LiveArea EMEA, said: “Our research clearly highlights the immediate need for brands to be more environmentally responsible. The COVID-19 pandemic has made consumers reassess what’s important to them and their own personal impact on the planet. Now more than ever these conscious consumers expect brands to deliver on sustainability and are looking for them to communicate how they are doing this.”

Sandra RadlovackiSandra RadlovackiJuly 29, 2020


Global provider of financial market data and infrastructure Refinitiv announced today the acquisition of assets from Advisor Software Inc. (ASI) to enhance its digital functionalities. Refinitiv’s Wealth Management will be improved with digital advice capabilities and digital portfolio analysis.

ASI’s technology will be integrated into the recently launched solution Refinitiv Digital Investor, thanks to its with interoperability and cloud enablement.

The latest acquisition adds to Refinitiv’s transformation within the wealth management industry. The company is committed to better the digital experience of customers, including digital communication with advisors, an option for which there has been an increased demand within the market.

Some of the ASI’s assets Refinitiv will benefit from are tax-aware portfolio rebalancing, Monte Carlo-based progress-to-goal tracking, cash flow and portfolio analysis, investment modeling, and proposal generation.

ASI also offers a series of lean, portable APIs that are customisable and fully-brandable to enable a wealth management firm to construct its own digital advice experience. With these tools financial institutions, wealth managers and advisors can deliver advice in a more flexible, efficient and scalable way.

Joe Mrak, Global Head of Wealth Management at Refinitiv, said: “In what continues to be an eventful year for Refinitiv’s Wealth Management group, I am pleased to share the news of our acquisition of ASI. The digital capabilities that ASI brings to our existing Refinitiv Digital Investor platform perfectly complement our growing suite of widgets and APIs. We remain focused on delivering enhanced digital offerings to the Wealth Management industry and our clients as the digitalisation and personalisation of Wealth Management continues.”

Ashley Longabaugh, Wealth Management Senior Analyst at Celent, said: “A superior client experience is a true differentiator for wealth management firms and platforms in today’s highly commoditised and digital world. Today, the client experience is about creating a proactive and engaging relationship between the client and the advisor. Refinitiv’s acquisition of ASI demonstrates Refinitiv’s focus on strengthening the client-advisor experience by addressing the needs of the digitally-inclined client and advisor.”

Refinitiv is the overall winner of the UK Digital Experience Awards 2020.

Sandra RadlovackiSandra RadlovackiJuly 27, 2020


According to the 2020 State of Customer Service Annual Report by leading growth platform HubSpot, a third of customer service professionals believe that their organisation do not view customer experience as an opportunity for growth, which is an increase from last year’s 23 percent.

More than 85 percent of CX experts claim that customer expectations are at an all-time high, which poses a challenge for modern businesses to invest more in customer service.

The report surveyed more than 1,000 customer service professionals from the UK, US, Canada and Australia in the wake of the Covid-19 crisis, showing that 86 percent of service teams globally agree that customer expectations are higher than ever. Ninety-one percent of UK service teams agree on the surge in customer expectations, while 29 percent of them still think that customer service is an additional expense.

The findings also reveal high growth companies to be more perceptive of customers’ thoughts, feedback, and feelings towards their business. In general, almost 40 percent of businesses are not tracking customer satisfaction at all, while 69 percent of high growth companies are making an effort in doing so. By providing seamless, effective service to their customers, these businesses are able to stay ahead of the competition.

The report also found 72 percent of UK companies successfully tracking customer satisfaction, which is above both the high growth average and American companies (59 percent).

When it comes to using tools and data to improve CX, UK customer service experts are at the top of the list, with 37 percent of UK businesses using CRM, 52 percent using help desk systems and 36 percent using live website chat. The vast majority of respondents (93 percent) agrees that CRM is key to managing data in order to improve customer service.

Inken Kuhlmann-Rhinow, Marketing Director, EMEA at HubSpot, commented: “The evidence in this report shows that the ability of customer service to drive business growth is being undervalued. It’s important we focus on our customers and take care of them by investing in the correct tools to listen to their feedback. This can no longer be perceived as a burden for companies, but a real growth opportunity and perhaps the most significant way to ensure sustainable growth. Remember that customer retention is also a two-sided long game that requires persistence and strategy, so as a growing organisation, it’s important to scale both the employee and the customer.”

Sandra RadlovackiSandra RadlovackiJuly 24, 2020


Huawei Consumer Business Group (BG) has announced new partnerships with global brands Samsonite and Karcher to expand the 1+8+N ecosystem with new additions every week.

Huawei has a proven track record of collaboration with global brands, including partnerships with Leica and Devialet to enhance their customer experience. Along with the world’s leading luggage brand Samsonite and the world’s leading provider of cleaning technology Kärcher partnerships, Huawei has seen an increased in apps added to the Huawei AppGallery in the UK such as the Premier League, UKTV, RingGo, Arsenal Official App, Nandos and others.

The focus of the innovative 1+8+N product and software ecosystem is to help users stay connected effortlessly at all times by using Huawei’s Seamless AI Life experience. Huawei allows users to use audio, wearable, PCs, tablets and other categories of connected technology to interact with others with a simple tap and enjoy the benefits of a Seamless AI Life.

With the smartphone at the core, Huawei’s 1+8+N strategy outlines Huawei’s vision to bring digital to every home, person and organisation to create a fully connected intelligent world. Huwei’s ecosystem gathers various new technologies to deliver the world’s most exciting digital experience.

Andrew Garrihy, Global Chief Brand Officer at Huawei’s Consumer Business Group, said: “Huawei has won the hearts of consumers around the world with our innovative and often ground-breaking technology. Now we are bringing this technology together for everyone via our 1+8+N ecosystem of products and software. Thanks to our Seamless AI Life experience, users can simply tap to connect in the most effortless way, opening up a world of possibilities through Huawei Share, multi-screen collaboration and more. By providing a Seamless AI Life experience for consumers everywhere, we hope to bring the world together and help people stay connected.”

Sandra RadlovackiSandra RadlovackiJuly 20, 2020


According to a study, it takes approximately 3.5 bad customer service experiences for UK consumers to stop using a product or a service. With people rapidly embracing digital in their personal and professional lives, customer expectations seem to be reaching new heights.

Customer journeys are becoming more complex to map and orchestrate and organisations have to dig deep to attract, retain and increase their customer base.

Map, Orchestrate, Visualise

To measure all the elements that may in one way or the other affect customer experience, it is vital to be aware of the concept of customer journey.

Unique to each and every person, customer journey is the embodiment of personalisation itself. The journey represents all the phases the customer goes through in order to achieve a particular goal, including all channels and touchpoints. Making it as personalised (from your business’ side) and as frictionless as possible will ensure the greater customer satisfaction and ultimately, greater revenue generation opportunities.

That is why mapping your customer journey will allow you to meet your customers’ needs and expectations by first getting insight into each step of the journey.

Acknowledging every interaction your customer has with your business will help you identify not only patterns but also unique differences in their journey and that way allow you to see your brand from their perspective.

As no two journeys are completely the same, you need to track in real-time how interactions work and in what order they take place. Effective journey orchestration can handle customer data across all systems and channels and aid faster personalisation and anticipate future behaviour. Customer journey orchestration gives way to higher customer value, customer satisfaction and greater revenue. After you have refined and streamlined journey orchestration, it will be easy to jump to the final step of the ideal customer journey – visualisation.

The name tells it all – visualisation allows you to visualise how journeys unfold, and immediately spot wins and hiccups. By tracking interaction flows and reacting rapidly and effectively, you will secure a place in your customers’ heart as your organisation’s listening, understanding, and effort will make them return time and again.

Don’t upgrade, revolutionise

Customer experience and purchasing behaviour are tightly interlocked. Each experience affects each event of purchasing and it goes in circles. Understandably, it is always the very first experience a new customer has with your business that will set the scene for the interactions to come.

By revolutionising your customer journey, you will be the one who sets the scene from day one. Wondering how journey orchestration and visualisation are driving value across sectors like retail, banking and telecoms? Register here to gain access to the challenges and solutions these sectors have employed to bring their customer journey to perfection and leave little room for the unexpected.

Learn from best practices for making data-driven improvements to CX – leave no channel unimproved.

Sandra RadlovackiSandra RadlovackiJuly 17, 2020


The winners of the 2020 UK Digital Experience Awards have celebrated success on Zoom, with financial markets data and insights provider Refinitiv making waves by being crowned as the day’s Overall Winner.

Created to recognise and celebrate outstanding digital achievements, the awards event is a vehicle for sharing best practice and promoting continuous improvement, learning and personal development.

In its sixth edition, the event took place completely on Zoom videoconferencing platform, welcoming over 50 finalists who presented their best initiatives before an expert panel of judges, offering insight into the digital journeys customers make when connecting with their favourite brands.

The very best across 14 categories were identified, with organisations competing to claim titles including Best Digital Change & TransformationBest Digital Marketing Campaign/Project, and Best SEO Strategy.

Refinitiv, which provides leading data and insights, trading platforms, and open data and technology platforms that connect a thriving global financial markets community, won Gold in Best SEO Strategy category, competing with BT Consumer and Receptional Limited & Bill Plant Driving School.

That category entry secured the Overall Winner title later in the day, and a spokesperson for the firm said: “This award will give our team a tremendous boost, it really validates the strategies we’ve defined. It validates how well the team’s work, we’re very much the one-team culture. We’ve got so much expertise in building performance across the Refinitiv digital ecosystem, it’s not often that we get a chance to give ourselves a pat on the back.”

The day was jam-packed with other significant wins for household name brands, including Tempcover , NewDay , Ascenti and many others. The Gold award for Best Use of Emerging Technology (AI/ VR/ AR / Chatbots) was won by Oxford VR while Incendiary Blue won Gold for Digital Agency category.

Click here for a full list of the day’s winners.

The Awards ceremony gathered more than 160 people in one virtual room, where the Chairman of the Awards Abhishek Verma delivered a keynote speech, followed by the announcements of the winners.

The event was hosted by Awards International, and along with the UK Customer Experience Awards, the UK Employee Experience Awards, and the UK Complaint Handling Awards, proudly holds a Gold Standard Awards Trust mark from the Independent Awards Standards Council (IASC).

Congratulating the day’s winners, Awards International CEO Neil Skehel said: “These awards highlight the most innovative Digital Experiences customers will come across in the UK today, and show just how vital a trusted digital journey is for today’s tech-savvy consumers.

“Well done to all who attended to present before our judges, and a special congratulations to all of the category winners, who truly deserve their success. We look forward to further exciting DX developments from our winning brands in the coming months and years, and hope to see many return to compete at next year’s UK Digital Experience Awards.”

Sandra RadlovackiSandra RadlovackiJuly 15, 2020


Is your organisation having trouble digitally navigating the crisis or you just need a bit of inspiration in reassembling your digital strategy?

Digital experience has and will remain the main differentiator in today’s world. Countless organisations jumped head-first into digital environment so as make their presence known in the times of uncertainty – basically that their customers don’t forget about them. Brands that haven’t been putting enough effort into digital are now trying to accelerate them to adjust to the new normal.

In these turbulent times, when changes are unpredictable and rapid, a structured but flexible approach to digital experience will be the factor that will make one stand out while the other will stagnate or even go backwards.

Digital channels that deliver technical results often don’t meet customer expectations. Keeping up with the shift in consumer behaviour requires businesses to listen and act accordingly – apply CX solutions for digital teams and move fast but careful.

Digital and eCommerce leaders have offered their advice and thoughts on the burning questions about managing today’s digital world problems.

Digitising your business strategy, moving from a channel to a revenue driver and kickstarting your digital CX programme are just some of the topics Clay Warren, Head of Digital CX at Qualtrics will be covering as a part of Qualtrics XM talks™.

Clay will also be interviewing Marketing, Creative and CX Executives from Adobe, Delivery Hero and MRM and discussing how these digital leaders responded to the crisis and what challenges the organisations overcame to stay at the top even in the unfavourable circumstances. The sessions offer insights into what exactly the brands did to pivot and recentre their usual business.

Don’t miss out on an opportunity to bring your digital strategy to a whole new level, register now and gain access to all sessions.

Sandra RadlovackiSandra RadlovackiJuly 14, 2020


The 2020 UK Business Awards took place on Zoom last Thursday, celebrating the people, companies, and initiatives behind some of the best businesses in Britain.

Hosted by Awards International – holders of an Independent Awards Standards Council Gold Trust Mark – the live online event, also known as The Dons, in honour of its founder Don Hales, gathered more than hundred people at the Awards ceremony, where the winners were announced after the whole day of teams of finalists presenting to an expert panel of judges.

Finalists were competing to secure Gold, Silver and Bronze titles across 12 categories, with one Overall Winner also named for their high score at the event. The title of overall winner for 2020 went to Greater Manchester Police in partnership with HCL Technologies following the duo’s Gold win in the Innovation of the Year category.

Other big winners this year included Weston College, which landed Gold in two categories: Leader of the Future and Well-being at work. Whisky cask investment firm Whiskey & Wealth Club could hardly contain their joy and excitement when they were announced as the Gold winners in two categories: Insurance/ Banking and Financial Services and Best New Business.

Among other winners were The AA, Stockport Homes Group, Swimtime UK and Sapio Research. To see the full list of winners, click here.

Running in parallel, there was also a room dedicated to FASTHELP presentations from business experts which culminated in a panel discussion chaired by Neil Skehel, CEO of Awards International.

The Awards ceremony welcomed a 2019 UK Business Award winner of the Entrepreneur Of The Year category, Luke Murfitt, who delivered an inspirational and moving keynote speech.

Speaking afterwards, Awards International CEO Neil Skehel said: “A huge congratulations to all of our winners, and the finalists who came and presented before our expert judging panel. These Awards are about winning, of course, but they’re also about having a winning attitude. We hope you experienced that today, and we look forward to welcoming you at our events in the future.”

Register your interest for 2021 here.

Sandra RadlovackiSandra RadlovackiJuly 13, 2020


Customer Experience Professional Association (CXPA) and Awards International are pleased to announce they have become Global Partners in Advancing CX. By supporting both companies’ values and services they will work together on various campaigns that will deliver insights and knowledge for all Customer Experience practitioners and professionals.

‘’It’s a pleasure to collaborate with CXPA. We had a few campaigns together in the past, but being a Global Partner in Advancing CX will have a great value for our customers’’ said Neil Skehel, Founder and CEO of Awards International.

One of the events Awards International and CXPA will collaborate together is CXTrendTalks, a mini-conference organised by Awards International alongside the UK Customer Experience Awards. CXPA will talk about CX by sharing insights from their long-standing experience and expertise.

‘’Awards International and CXPA share a passion for advancing the discipline of Customer Experience by spotlighting success stories and encouraging continual improvement’’ – said Greg Melia, CAE, CXPA’s CEO.

Both companies have been working on improving CX in industry and commerce and through this collaboration will offer even more possibilities for enhancing your customer experience practice.

For more information and dates about future campaigns follow Awards International and CXPA on their social media profiles.

Awards International believes winning their CXA awards creates wonderful possibilities for personal and professional growth. This is something they aim to share more and more throughout the world as they grow over the next ten years.

Founded in 2011, the Customer Experience Professionals Association is the premier global non-profit organisation dedicated to the advancement and cultivation of the Customer Experience profession.

Sandra RadlovackiSandra RadlovackiJuly 7, 2020


To comply with the health and safety regulations, Customer Experience Professional Association (CXPA) has made it possible to take the CCXP Exam remotely, starting July 2020.

Those who wish to become a Certified Customer Experience Professional will now have the opportunity to do so from the comfort of their home or office. The CCXP exam will be conducted online, using Prometric’s ProProctor™ system with a live exam proctor monitoring the process. The validity and rigour of the online test taking will be of the same level as in the tests taken inside of a testing centre.

The Certified Customer Experience Professional (CCXP) credential is the marker of a committed customer experience professional who has demonstrated the wide range of knowledge essential to manage the customer experience in today’s challenging environment.

To ensure that you meet the environment and system requirements, visit this link where you can find all the necessary details.

If you need help with setting up the ProProctor™ software, click here to download the user guide.

As testing locations are currently in the process of reopening, click here to get the full list of the site openings near you.


Sandra RadlovackiSandra RadlovackiJuly 3, 2020


According to research collected by Instant Offices, having friends in the workplace can positively affect mood and workflow.

Sixty-six percent of British workers say having a friend increases job satisfaction, while over half of UK employees think that having a ‘work best friend’ ultimately makes the job engaging and more enjoyable.

Some of the benefits of having friends at work are increased trust, strong bonds outside work which can increase a sense of loyalty at work, support, better communication and overall happiness.

For many employees, making friendly relationships with coworkers and managers is already the norm, as the 2020 UK study shows that 76 percent of employees enjoy a positive relationship with their superior and 77 percent states the same with their colleagues.

Lucinda Pullinger, Global Head of HR at the Instant Group says “As a manager, it is important to get to know all your direct reports and show interest, care and concern for all team members equally. There are commercial as well as human reasons for this. Also, in a work environment, it can be the team members who are actually most different to you that are your most valuable, as they provide you with alternative thinking and/or challenge which drives a better outcome. Therefore, valuing, trusting and treating all team members equally is important to enable a team to perform at its true potential.”

Bosses and managers can have friendly connections with their employees by being open about the changing dynamics and staying consistent in the treatment of everyone. It’s just as important to establish a balance between sharing too much information with your work friends and being closed and serious to deserve respect.

Sandra RadlovackiSandra RadlovackiJuly 2, 2020


Over 50 percent of global ecommerce purchases are carried out through Stripe, according to data obtained by

PayPal comes second, accounting for almost 20 percent of all online payments, followed by Google Pay’s 16 percent. Amazon payments account for 4 percent while Klarna and other e-payment method take up remaining 6 percent.

Online payment solutions are experiencing a steady increase in usage, consequently leading to lower use of cash and cheques.

When it comes to usage distribution, almost 1.2 million websites use Stripe as the main payment processor, followed by 444,864 websites using PayPal Form. Google Play ranks third, used by 366,740 websites, while Amazon Payments are preferred choice on just about 100,000 websites.

As online payment solutions rise in popularity, the main concern for consumers is online safety and ease of cross border transactions.

“Just like any other sector, the online payment systems have the potential of reaching significant heights in the coming years, thanks to factors like a mobile explosion. With smartphone usage on the rise, many payment processors are bound to take advantage and customise their systems to leverage this potential.

Source: link.


Sandra RadlovackiSandra RadlovackiJuly 1, 2020


Renata Liuzzi is a Customer Experience strategist with over 15 years of experience in the field and has worked in major UAE companies as Director of CX. She has also judged a number of times at the various Awards hosted by Awards International, where she assessed the best regional and international CX initiatives.

Renata, who is Managing Director at Axis Partners, spoke with Customer Experience Magazine to discuss her philosophy behind CX, her experience with judging at the Awards and how consumer behaviour has changed in UAE due to COVID19…

Hi Renata, tell us about your professional background and how you became involved in Customer Experience.

I am a Mechanical Engineer by degree with Masters in Motorsports. I also have an MBA from IE Business School. I have 15 years Experience in Customer Experience, Strategy and Customer Service mainly and have mainly worked with Consulting companies EY and Accenture, where I worked on major transformation projects for fortune 500 companies. I have worked in 4 countries and done business with more than 15 countries. Regionally, I have held positions with Emaar Group as CX Director and with Meraas as CX Group Director. 1 year ago, I founded Axis Partners, a science-based Management Consulting Company – we are currently engaged with Mubadala in CX and strategic matters. I am also certified from MIT Certified in Design Thinking and Columbia University in Strategy innovation. I am Green Belt Six Sigma certified by Accenture Academy.

I started in the world of Customer Experience 15 years overseeing the global transformation of the Customer Service department of Airbus Military. That project set my career towards creating customer-centric strategies and driving the rest of the organisation using the customer. Through real practice, I learned that the customer has to be at the centre– otherwise you won’t make money.  

The more I learn about CX, strategy innovation and design thinking, the more I discover how related that is to my Motorsports specialisation. We used to first analyse human behaviour to be able to design the vehicle behaviour. We used design thinking methodologies to come up with creative solutions that would reduce cost and increase vehicle performance. Every race was measured and every KPI was leading us to continuous improvement.

I have discovered that doing this is not only my passion, but it has been ingrained in my DNA and in my way of thinking and approach business challenges.

What is your philosophy when it comes to CX?

CX is not only about the present, it is very much about the future. It’s a very strategic practice. It is also a mindset, to the point that it becomes part of the business DNA. In successful companies, the CX departments are becoming the strategy department as part of the evolution towards customer-centricity.

Focus on your customer and not on your competitor as Jeff Bezos says. I would like to quote him on this: “Let’s say you’re the leader in a particular area, if you’re competitor-focused and you’re already the leader, then where does your energy come from? Whereas, if you’re customer-focused, and you’re already the leader, customers are never satisfied. If you’re customer-focused, you’re always waking up wondering, how can we make that customer say, “Wow”? We want to impress our customers — we want them to say, “Wow!”. That kind of divine discontent comes from observing customers and noticing that things can always be better.”

What’s more, customer experience is about continuous improvement – since your customer is never satisfied, there’s always room for improvement. Since customer needs evolve, there’s always new products and services to launch and space to grow in your organisation. I have launched an Axis Partners methodology that enables this continuous improvement cycle – it has elements of Lean Six Sigma and Voice of the Customer to support this cycle in a consistent and achievable manner.

CX is about evolution, strategy and growth, CX is about innovation and creation and complex transformations, this is why I am so passionate about CX.

If you want to know more, follow my company page, where I’m posting my viewpoints – happy to get discussions started! You can also connect with me here

You were a Director of CX in huge companies in Dubai, Emaar and Meraas to be precise. What does it take to be in charge of CX at such big enterprises of the real estate industry?

Resilience and focus. The role was covering Hospitality, Malls, F&B and Real Estate. In these organisations, CX plays an important role in the strategy of the company and in the next steps. It requires a rounded strategic, operational, analytical and service background to drive this type of department.

In addition to that, you must be willing to consistently advise the C-Level on what to consider to improve in the current business and to strategically advise of the long term CX objective, including where to focus the innovation and the future growth effort.

You have also judged a few times at the Awards hosted by Awards International. What would you say are the benefits of judging at these types of awards?

The ability to see how fast companies evolve in the CX agenda. It is fascinating to see how within 2 years that CX was a weird or new topic of discussion, nowadays you can see very senior members of renowned companies taking pride in how they have transformed their companies based on customer needs.


One of my personal “drivers” I would say is to add value to society and businesses. By being a judge you are able to add value to many companies in a very short period of time. It requires a lot of effort, but it’s worth it! It’s rewarding and it also helps your personal growth.

Last but not least, I have met fantastic professionals as co-judges and also from the finalists. It’s an enjoyable environment.

What is the impact of COVID-19 pandemic in UAE consumer behaviours? 

Axis Partners, together with Awards International and CX Dubai group launched a research campaign focused on COVID-19 impact in consumers behaviours. As part of the findings of this report, we have some interesting statistics, such as:

88 percent of respondents indicated that COVID-19 is a concern in their household.

The main element of concern (which is holding people back from visiting malls, hotels, restaurants, cafés, shops, …) is the risk of contracting the virus. The economic impact, however, is the second element of concern. But the interesting thing here is that one opposes the other, if people don’t leave their homes and spend money, the economy will collapse – as we are starting to see happening now.

73 percent of the respondents ensured that their hygiene standards have dramatically increased and will remain higher than before post-pandemic. Hygiene measures provided by public places is a key element to feel safe. I believe all business areas that require physical interaction will have to step-up their game in this aspect.

67 percent of respondents will be more careful with the interactions they have with other people – avoiding physical contact is a priority. They consider “Social distancing as the new normal”. Contactless experiences are now a need, not a nice to have.

Social nature will never go away. 60 percent of respondents reported friends/family and social interactions as an important element to re-activate post-pandemic.

The #1 ranked element that will make people come back to physical shopping is the experience, the services provided in the mall as well as F&B options, as malls are now a place to re-encounter will friends/family we haven’t seen in a long time.

43 percent of the respondents said they will continue to visit restaurants. We explored if offers would be the element to make them come back, but it’s not the main driver for visitation, it’s hygiene.

We have tons of interesting insights beautifully presented and here is the link to download the summary.

If you would like to have a discussion, contact me and we can arrange a video conference:

Given the shift in consumer behaviour, what does the future hold for CX?

In my opinion, companies should fundamentally review how they engage with their customers as the landscape changes daily. If we look at historical patterns, new industries and even companies have been born as a result of the crisis. Right back to the great depression to modern day,  there are many examples of customer needs changing and industry changing to meet those needs. For example, Groupon was born in 2008 as a result of the Financial crisis, to provide people with access to lower cost deals with less disposable income.

Moreover, there are behavioural changes that will permanently remain. A change in habits takes 3 months and we are already 4 to 6 months in (depending on the country), and unless a vaccine is found, we will live this reality for at least 18 more months.

The pandemic is a CRISIS. Crisis means CHANGE. Adapting to change requires INNOVATION. True innovation starts by understanding your CUSTOMER. But your customer has changed.

That’s why it’s time to learn about the “NEW CUSTOMER”.

The pandemic has made companies nimble and faster when it comes to implementing disruptive solutions for a disrupted market. CX plays an important role to drive effective and sustainable innovation and change. CX is now more important than ever before, because in times of change, your best worth is your customer. We are changing during this crisis faster than we have ever seen or potentially will ever see again.

Another interesting point I believe, is that people have become aware that there are no borders when it comes to a pandemic – this indirectly has made people environmentally aware as we have realised that we all share the same world, no matter if the names of the countries are different. 51 percent of the respondents surveyed indicated that they have realised that the environment impacts survival at the same level that this pandemic does.

This pandemic has made consumers go to digital channels, we have a more critical and savvy customer that is nervous, shifty and very focused on the dollar. The future is to focus on innovation that solves problems of customers, that targets the big worries that are chasing everyone every day since this pandemic started.

The future of CX is people solutions for people. Really caring for what matters for people and putting the limited resources available to resolve it – that’s the way to survive in these times, especially when we have all realised how human we are, and how much we need to help each other. That’s our nature and that’s how business should be done.

Renata is Ambassador at the upcoming International Customer Experience Awards 2020.

Sandra RadlovackiSandra RadlovackiJune 30, 2020


Recently launched BrandZ Top 100 Most Valuable Global Brands report shows the technology sector dominating the chart, representing over 30 percent of brand value. Apple maintained its position as the second most valuable global brand (+14 percent, $352.2bn), followed by Microsoft (+30 percent, $326.5bn) and Google (+5 percent, $323.6bn).

Amazon continues to top the chart, investing heavily in digitisation and online to offline (O2O) and driving retail category growth (+32 percent, $415.85bn). Amazon’s value grew by almost $100bn this year. making up a third of the Top 100’s total growth.

Microsoft regained the third chart position thanks to its cloud-enabled workplace ecosystem that includes Office365 and Microsoft Teams, enabling users to do business as usual during the lockdown.

The categories hit the hardest by the impacts of COVID-19 are telecoms, banking and energy. Three UK brands have remained in the 2020 Top 100 Most Valuable Global Brands ranking, Vodafone (no. 55, $23.1bn), HSBC (no.67, $18.8bn) and Shell (no.83, $16.1bn). Prior to the global pandemic, the total brand value of the Top 100 brands was set to increase by 9 percent.

Entertainment and media category performed quite well, as consumers spend more time online during the lockdown, including Netflix at no. 26 (+34 percent, $45.9bn), Instagram (+47 percent, $41.5bn) at no. 29, Linkedin (+31 percent, $29.9bn) at no.43 and Xbox (+18 percent, $19.6bn) at no.65.

TikTok (no. 79, $16.9bn) was noted as the highest new entry of the year, an online platform offering fun, user-generated content, something consumers particularly found interesting during the pandemic lockdown.

Jane Bloomfield, Chief Growth Officer, Kantar UK said: “Against a backdrop of uncertainty, those companies that have consistently made smart investments in longer-term marketing and in building strong brands have managed to stave off the worst of the crisis to date. Our BrandZ data allows business leaders to understand how much ‘brand’ drives their business revenues and growth. It also provides valuable information on what brands must do to help them remain relevant and adapt to changing consumer needs. COVID-19 has indiscriminately impacted everyone, including UK brands. However, consistent investment in marketing can and will help carry you through a crisis.”

Mark Chamberlain, Managing Director of Brand, Kantar UK, commented: “As we adapt to the ‘next normal’ as the pandemic and life evolves, UK brands, both large and small, have to pay attention to the key consumer themes emerging from lockdown that will play a role in future behaviour and consumption​. We see these across five key areas that all brands should look to understand and monitor. They are increased self-reliance and resourcefulness in ‘using what you’ve got’ to create entertainment, cook food and offer little luxuries; saving over-spending to protect against harder times; honesty, transparency and directness are more valued than ever; we see increased appreciation of local communities and economies as Britain becoming more inward looking in seeking products and connections closer to home; and finally consumers are seeking leadership and businesses that put people before profits. If you can meaningfully amplify these things in a way that is consistent and true to the brand, that brand will be primed to win more than its fair share.”

To see the full list, click here.

Sandra RadlovackiSandra RadlovackiJune 26, 2020


The current situation made it inevitable for many organisations to shift their work to home in order to stay operating.

From universities transferring to online learning, to restaurants having to offer only online order and delivery, the digital environment has seen a swarm of new occupants joining in during the time of emergency, which put to test all brands that weren’t investing enough into their digital presence.

The new normal poses many challenges to brands, the biggest one being having the capacity to thrive in sudden reality turnover. As the whole world moves to the digital, understanding digital experience management will be of key importance in staying afloat in the current climate. Businesses that can satisfy consumer needs through digital channels will be the ones to survive the crisis.

The rule of three

By focusing on three key digital outcomes, you can foster a sustainable and differentiating experience:

  • How did the interaction make the customer feel? Pay attention to emotion.
  • Did the customer have any trouble achieving their goal? Keep track of the effort customers have to put.
  • Was the customer able to achieve the goal? Was the interaction successful?

Let’s discuss one by one:

1. Emotion

In today’s uncertain world, conveying meaningful emotion through digital channel presents a significant challenge for brands. By finding the right balance of listening and speaking, you can establish an empathic connection with your customers. Understanding what are the priorities of your customers, employees and partners alike can help you deliver a complete service founded on trust and confidence.

2. Effort

It is paramount to eliminate any potential obstacles on your customers’ journey. The customers should struggle as little as possible – if at all, in achieving their goal. Try to simplify the process and make it easier for your customers to make decisions. The task itself should not be challenging, as the seamless flow and connection of your brand’s digital channels are crucial for fulfilling customer expectations. Make your messages clear and effective, and above all timely. The current climate is unpredictable and changes could be happening when you least expect them. By tailoring communication to the place and time of the situation you can ensure customer loyalty and keep customer churn at the minimum.

3. Success

When it comes to the third and final element of digital experience, the customer can either successfully complete the task or not. It is how much trouble they went through until completing the task that counts. Ask yourself what you can incorporate to make a difference in approach to your digital experience. Analyse your strong and weak points and finetune them to make your customers successful in each of their experience with your brand.

How do others do it?

An Australia based media company leverage verbatim feedback to adapt to their customer’s needs quickly. The company learned that their pricing blocks were too loud when reporting on COVID-19, and in accordance with that, they managed to change and adapt easily and rapidly.

The Covid-19 has turned the world upside down. Isolation and hardships of many can give your brand a chance to excel your digital experience with a refreshed and empathic sense of purpose. What you do now is what will differentiate your brand in the post-COVID -19 world, as the one who went above and beyond when it was needed the most.

Sandra RadlovackiSandra RadlovackiJune 25, 2020


Gift cards have taken over physical gifts, making up 14 percent of lockdown gifting compared to 12 percent of physical gifts.

According to the latest research from The Gift Card &Voucher Association (GCVA) in partnership with Globaldata, among 2,000 UK shoppers, 14 percent bought a gift card for somebody else. When asked about their motivation for switching to gift cards, 30 percent of shoppers responded that the heightened difficulty of purchasing physical gifts was the main motivator, as gift cards offer more convenience. Twenty-five percent opted for gift cards because they can be easily delivered to the recipient.

Around 21 percent of consumers chose gift cards as a token of support to their favourite business during challenging period. This goes in line with a growing trend among consumers who were more orientated towards brands that showed better customer service and loyalty

Most purchased gift cards are from retail, acquired by 44 percent of consumers, while 38 percent chooses multi-store gift cards. Gaming gift cards particularly rose in popularity, having been purchased by 24 percent of consumers. Experience gift cards which can be used for weekends getaways or local bars and restaurants were purchased by 10 percent of shoppers, which is reflective of the current public uncertainty.

Gail Cohen, director general of the GCVA, commented: “Some of the UK’s most popular gifting occasions, such as Easter, Mother’s Day and Father’s Day, fell during lockdown. To adhere to social distancing, consumers needed gifting solutions that minimise contact, could be sent instantly, and enjoyed at a later date. For this, as well as recognising our key workers and even keeping the nation fed, gift cards have been the perfect solution. 

“The pandemic has also given rise to a new, extremely interesting gifting trend, known as “sunny day gifting”, referring to when a gift card is purchased with the intention of being used at a later date once everyday life has returned to normal. As shops continue to reopen their doors and the leisure sector gears up for reactivation, we anticipate a major surge in footfall as customers flock to spend the gift cards they have bought or received in lockdown, offering a much-needed shot in the arm for the sector that could benefit businesses for months to come.” 

Sandra RadlovackiSandra RadlovackiJune 24, 2020


A new study surveying 2,000 consumers and 500 banks reveals 58 percent of customers were unable to access needed online banking services since lockdown.

Many customers felt disappointed by the lack of services from their banks’ and the most common complaint was not being able to navigate through online services when needed, said one third of the customers.

The study conducted by managed cloud communications provider Olive, analysed major pain points consumers had with their online banking services. A quarter of customers felt frustrated about disconnected customer service channels, and almost half said that contacting their bank via any online channel (live chat, virtual agent or social media) was impossible. A third of the customers were not able to reach their bank through phone or email.

Millennials and the Generation Z were unhappiest the age groups regarding no video banking facilities offered, thus not meeting their online banking needs.

On a positive note, banks have been putting effort into improving their online banking services, the study finds. Among 500 banks polled, 60 percent admitted not having up to par online banking services for the next generation of digital natives. Sixty-nine percent of banks said improving the online banking facilities and customer services was on their agenda this year.

Despite Olive’s consumer findings, more than half of banks believe they have met the increased demand in customer’s online banking needs since lockdown, with 73 percent investing £50,000 in improving digital and online customer services. One third has invested between half a million and £2 million.

Martin Flick, CEO at Olive said: “While some high street banks do provide excellent digital services, our research highlights the need for wider digitalisation of the industry.”

“Lockdown has been a real opportunity for banks to aid and support their customers through testing times, by providing the best in collaborative, online customer service; enabling customers to stay safe and observe social distancing rules by being able to bank online, whenever and however.”

“Despite banks investing significant sums in enhancing their digital banking systems since Covid-19, our report shows that consumers are still feeling immensely frustrated by the lack of choice, accessibility and at times, quality of online services. In particular, a clear 60 percent of Gen Zs and Millennials feel their digital banking needs are still not been met – a generation where immediacy and convenience are essential, as with generations before”, adds Flick.

Inform. Inspire. Include.
A free way to improve your business.

Customer Experience Magazine is the online magazine packed full of industry news, blogs, features, reports, case studies, video bites and international stories all focusing on customer experience.



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