Archives

Resolver: How we Make Complaint Handling Easier for Both Customers and Businesses

With the 2018 UK Complaint Handling Awards just around the corner, CXM spoke with James Walker, the CEO of awards partner Resolver, the online complaints portal that helps consumers raise and resolve issues quickly and effectively. In our exclusive interview,...

Merging ‘Front’ and ‘Back’ Offices to Retain the Digital Customer

The rise of new technologies and their impact on a multitude of sectors has defined the digital disruption of recent years.  Banks continue to close branches as the thirst for more efficient and online services grows, while a renewed focus on Digital...

Order Your Car Parts Online – it’s Easy and Quick

Ordering auto parts online is very much the done thing nowadays – being out of action for weeks while you wait for a new part should no longer be an issue. There are lots of parts to be discovered at autopartspro.uk...

Employee Feedback: Are you Listening Carefully?

Feedback tools are part of a growing industry within the HR technology world that is enabling the possibility of real-time feedback. Gone are the days of the annual engagement survey which often took several months to return any results or...

The Evolution of Workplace Stress…and how to Overcome It

Let’s take a trip back 10,000 years. You’re a hunter gatherer living on the plains, trying to provide for your young family, and while tracking a deer, you hear a sound behind you. It’s a wolf! And it’s accompanied by its entire...

Ian Golding Joins CXM in Influential New Role

International Customer Experience (CX) consultant Ian Golding has joined Customer Experience Magazine as a Non-Executive Editor, bringing with him a wealth of industry experience, knowledge, and ideas to benefit the CX community in the UK and beyond. Ian, who leads the...

I Trained as a Dancer…How did I end up a Qualified CX Professional?

I am not usually one for looking back and reflecting, as there is too much to be had from life, with plenty on my horizon. However, having recently studied for – and passed – my CCXP exam, I have paused to...

The Data Scientists in the Shadows

Data scientists are increasingly sought after, with companies paying a premium to attract individuals with analytical, statistical, and technical skills to use a range of technology to improve overall Customer Experience. As important as these individuals are, there is another overlooked...

Banks Reinvent to Remain Relevent in Digital Landscape

Banks are springing into action as the battle for the customer intensifies; according to the recent UK Customer Satisfaction Index, financial services firms have made significant improvements, in comparison to previous years. Banks and non-traditional financial institutions are shifting their focus...

Omnichannel Experience: Letting Customers Lead the Way

In a digitally-enabled world the roles of traditional individual channels are being redefined. As consumers, we expect to be able to interact with a brand of choice when, where, and however we want. We also insist the organisation  ‘know’ us...