Archives

The Case for Customer Centricity in GDPR Compliance

In the scramble to achieve last-minute compliance before the General Data Protection Regulation (GDPR) deadline last year, many companies engaged in some ‘privacy theatre’ – adopting basic consent models, and meeting the requirements just enough to comply with the new...

Warning for Finance and Utilities Over Growing Customer Satisfaction Perception Gap

UK financial services and utilities businesses are underperforming when it comes to complaint handling, despite their growing belief that customers are satisfied with their performance. That is according to Huntswood’s Complaints Outlook 2019 report, which combines research from financial services and utilities firms...

Learning From the Best at the CX Professional Masterclass

Another group of passionate Customer Experience professionals has benefitted from a Masterclass with world-renowned consultant and author Ian Golding. Held this month in the Stevenage Business & Technology Centre, the CX Professional Masterclass saw attendees from across the UK attend the...

Healthy Mind, Healthy Business

Client and commercial focus have always been important with consistent high quality seen as a key brand value. When I was Director of Client Services working in TV, our clients were other broadcasters. We provided all the elements that make...

Busting More Customer Experience Myths and Misconceptions

As CX professionals, it’s our job to understand and predict the needs of customers and to present experiences that fulfil those needs. Unfortunately, the reality of our role is rarely so simple. According to a study from Bain & Company, 80...

2019 UK Customer Experience Awards: Finalists Revealed

The finalists in the 2019 UK Customer Experience Awards have been announced, with some of the UK’s best-known brands preparing to compete for glory in London’s Wembley Stadium this autumn. The gala event – which this year is marking ten years of celebrating the...

Gamification: Most Effective Rewards Revealed

With almost one-in-two UK workplaces having introduced gamified rewards for staff, new research has revealed which of this kind of incentive has the biggest impact on productivity. A survey of 1,219 UK workers, carried out by workplace incentives and rewards provider One4all...

Revealed: What it’s Really Like to Work for LinkedIn’s Most Sought After Firms

From poor work/life balance and long working hours to a lack of progression and difficult interviews, new research reveals what it’s really like to be employed by some of the biggest organisations in both the UK and US. Based on LinkedIn’s annual...

Customers ‘annoyed’ at Digital Marketing methods

Current digital marketing techniques are failing to win over customers, a new report warns. Published by London-based tech firm Ogury, The Reality Report examines the attitudes of over 287,000 mobile users towards marketing and data, and suggests that current practices of digital...

Understanding the Importance of Diversity for Innovation

The following article has been written for CXM by bestselling author and Professor of Innovation, Design and Management at the University of Southern Denmark, Alf Rehn   We might call this the tragedy of niceness… So used are we to thinking of business as...