Archives

Ask Ian: Making Customer Personalisation Simple

Customer Experience specialist Ian Golding, author of new book Customer What: The Honest and Practical Guide to Customer Experience, writes for Customer Experience Magazine, offering his expert insight to help businesses improve their CX offering.  To ask Ian a question on...

Turn Customers and Staff into Brand Ambassadors and Enhance Digital Experience

Like every other area of technology, social media continues to evolve on an almost permanent basis. In a post-GDPR and post Cambridge Analytica world, where algorithms completely govern what users see online and uber-influencers control the purchasing decisions of millions,...

Back to IoT Basics: Automating Outcomes to Improve CX

The application of IoT (Internet of Things) is booming, with new use cases arising near enough daily, but contrary to its growth, the sector risks inertia if businesses lose sight of the key objectives digitisation was founded upon – improving...

Ryanair: The Battle for the Leisure Traveller

On the face of it, the airline industry is in rude health, but a raft of brands now compete for customer’s attention, spend and data – from traditional high street travel agents, to aggregator sites, to airlines. To claim a greater...

What an Experience: Judge Recalls Awards Extravaganza

Paul Corke is the Leadership Development Manager at credit firm MBNA, and was a judge at the recent 2018 UK Employee Experience Awards. Here he tells CXM about his judging experience…  I have worked in the financial services sector for over...

Omnichannel Customer Engagement: The Business Value

The benefits of an effective omnichannel customer communications programme can be enormous. However, without a clear strategy, businesses may end up ploughing resources into campaigns that aren’t going to deliver the results they need. It is therefore important that organisations assess...

Awards you can Trust!

The UK Customer, Digital, and Employee Experience Awards have received the Gold Standard Awards Trust Mark from the Independent Awards Standards Council. The honour was bestowed on hosts Awards International for their trio of ‘Experience’ awards, along with the UK Complaint...

The Complete Contact Centre Transformation

Delivering consistent and effective customer service is key within any contact centre, but providing exceptional Customer Experience and personalised journeys for individual customers will set you apart from the competition and build lasting relationships. For most companies, transformation of the contact...

Customer Satisfaction in a Data Driven Era

Customer Experience is a potent thing in determining a brand’s success; according to the 2017 Gartner Customer Experience in Marketing Survey, in two years’ time, 81 percent of marketers say they expect to be competing mostly or completely on the...

How the Online Checkout Journey is Changing

Artificial intelligence, biometric authentication, and voice recognition are all starting to seep into our everyday lives. As these advancements mature, they affect the ways we interact with the world. The ways we shop, pay, and communicate are all undergoing changes...