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What a Day for NewDay

Financial services specialists NewDay claimed the Overall Winner title at the 2018 UK Complaint Handling Awards thanks to a ground-breaking complaints model that was successfully adopted by staff and led to a whopping 20 percent reduction in handling times. The ‘NewDay...

No Complaints as Major Awards Event Celebrates Cream of UK Customer Service Staff

One of the most significant events in the UK’s customer service calendar has taken place in London, with winners and runners-up celebrating success at the 2018 UK Complaint Handling Awards. Hosted by Awards International at London’s Park Plaza Riverbank, the event,...

Ian Golding Takes on Chairman Role as UK Customer Experience Awards Launch for 2018

The UK Customer Experience Awards has a new Chairman at the helm of the event for 2018: international CX expert Ian Golding. The non-executive editor at CXM will aim to ensure the awards event, which is now open for entries, has...

Fear of Failure

“One of the greatest discoveries a man makes, one of his great surprises, is to find he can do what he was afraid he couldn’t do.” —Henry Ford Are you afraid to fail? If so, your fear of failure is likely to...

Avoid Paying the Cost of a Disgruntled Customer

Customers are paramount to business success, and ensuring your business maintains customer satisfaction throughout the entire customer journey is a complex and important process, as the cost of getting it wrong and creating a disgruntled customer can be huge. Here we...

Employee Experience and Awards: A Winning Combination

Employer branding and employee value proposition are familiar terminologies in our business environments, so do we really need Employee Experience to add to the mix? Often new terms can just seem like another word for a similar concept, however Employee...

Lack of Data Integration and Exec Buy-In is Risking CX ROI

A survey by Confirmit and Engage Business Media, The State of CX, has revealed that CX professionals are right to put ROI, data integration, and executive buy-in at the top of the Customer Experience ‘wish list’ for 2018.  The research found that...

Up Close and Personal: Customers Increasingly Demanding Personalised Service

Customer expectations are ever-rising, competition is fierce, and retailers’ number one priority at present is improving Customer Experience. A study by Walker revealed that by 2020, Customer Experience will have overtaken both product and price as the key brand differentiator. Customers...

Glass Act: How Autoglass has put Customer Experience at the Heart of the Business

With over 1,000,000 customers, Autoglass repair or replace any type of glass on any make, model, or age of vehicle. A part of the Belron Group serving nine million customers a year in 31 countries, they are committed to customer...

Get Ready for These CX Trends

The Customer Experience industry is changing at an unprecedented pace and businesses must prepare for dynamic developments throughout the year. Here are the major trends shaping the industry in 2018 in order to help businesses to understand the current challenges and...