Archives

Trust ‘Vital’ in Building Long-Term Relationships With Customers

Failing to build trust undermines customer loyalty and damages revenues, with over three quarters of consumers saying they’ll leave a supplier that they don’t trust.  At the same time, focusing on getting customer service basics right and listening to consumers will...

Lush UK Washes Hands of Social Media Channels

The axing of UK social media accounts by cosmetics giant Lush could lead to more retailers turning their backs on the channels and embracing live chat, it is predicted. The high street favourite, which has over half-a-million followers on Instagram, over...

An Interview With Ian Golding: The Strategy of CX

Ian Golding is a world-renowned Customer Experience consultant, and author of the most influential CX book available today, Customer What?: An honest and practical guide to customer experience.  In this interview, Ian – who also leads the CX Professional Masterclass and...

The International Customer Experience Awards

The International Customer Experience Awards is returning to Amsterdam in 2019 following an inaugural event that brought together some of the biggest names in global CX, and the very best customer-centric organisations from around the world. Entries for the event are...

The Gulf Customer Experience Awards

The Gulf Customer Experience Awards, hosted by Awards International UAE, is the biggest celebration of CX in the Middle East and beyond, with the next awards finals taking place in Dubai next January. As Customer Experience continues to be the key...

The UK Customer Experience Awards: A Decade of Excellence

Entries are now open for the UK Customer Experience Awards, which in 2019 is celebrating its tenth year of recognising and rewarding the very best customer-centric organisations in Britain. Click here for details on how to enter and take advantage of...

Re-Discovering the ‘Forgotten Tribe’ of Customer Service Experts

Retail is buoyant, exciting, and transformative, so what better sector to be in right now? This was the counterintuitive conclusion of a recent white paper produced by Retail Week in partnership with Manhattan Associates. Based on in-depth interviews with 25...

Capita Partnership to Make Insurance Experience ‘Frictionless’

UK Complaint Handling Awards winner Capita has joined forces with innovators Artificial Labs to deliver disruptive insurance tech that digitises the end-to-end insurance lifecycle, reducing manual processes and making insurance frictionless. Artificial provides digital solutions to clients across the insurance sector,...

UK Employees Failing to Understand Digital Transformation

New research among British businesses examining employees’ attitudes toward digital transformation, innovation, and cutting-edge technologies such as Artificial Intelligence, reveals confusion about the true meaning of ‘digital transformation’ and a high degree of scepticism about their employers’ appetite for digital...

Judging Your Firm’s Customer Experience Through Retail Audits

Do you want to grow your business? Well, if your answer is yes, then you need to understand a simple rule: most products are just commodities for users. If the product addresses the issue of the customers, then two different...