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Business Stream Awarded Multi-Million Public Sector Contract

UK Customer Experience Awards winner Business Stream has been awarded the YPO framework contract following a highly competitive tendering process. The four year deal is worth up to £62 million and is one of the largest contracts to be awarded since...

Financial Services Failing to ‘Treat Customers Fairly’, Report Finds

Over half (52 percent) of financial services customers feel firms treat consumers unfairly, according to new research. A new report by Voice of the Customer (VoC) pioneers Maru/edr is based on a study into customer treatment in the financial services industry, which interviewed...

How Effective is Your Complaints Procedure?

So, you have an effective complaints procedure in place; you are engaging with customers, finding problems and working through solutions, but just one important question remains: “How well are we doing?” There is, of course, one clear sign of an effective...

Case study: Data-Driven Organisational Development Based on Employee Feedback

It’s no news that satisfied employees are one of the pillars of a successful company, but what makes an employee happy and motivated? How do we know which processes are working well and which ones are criticised? What are the...

Delivering Sales Training: What’s the Best Method?

As we get into spring – a time of rebirth and renewal – now is a perfect time to reconsider and re-evaluate our decisions. Specifically, it’s a great time of year to determine how to spend your sales training budget to...

Why Digital Connectivity is key to Improving High Street CX this Spring

Spring has certainly sprung in the UK and many high street retailers will be looking ahead to how they might refresh and renew their offering to entice customers. The pressure remains high for bricks-and-mortar retailers as well as online brands following...

Experiential Shopping: Finding Moments That Matter

“Experiential shopping” is a hot new trend in retail. While the first thing that may come to mind is a quirky pop-up or interactive in-store tech, the reality is that these kinds of experiences are just one piece in the...

Six Killer Mistakes in Your Customer Relationships

Relationships are often regarded as the key to business success. Once a foot is in the door, it’s all smooth talking, right? No! Turning initial relationships into strong and fruitful ones can be tricky and should not be taken lightly....

CSR Strategies: Which One Suits Your Business?

Today, you can have the impression that most companies in the market, no matter the size or industry in which they operate, invest in Corporate Social Responsibility (CSR) – or at least in CSR strategies and communication.Corporate Social Responsibility became...

Major Digital Transformation Journey at Gulf Bank as Part of CX Overhaul

Kuwait’s Gulf Bank has revealed details of a digital transformation journey designed to streamline their service for customers.Working with firm Alaris, the bank has digitized 50 million documents using scanners, which has dramatically reduced physical storage space and resulted in...