Archives

Fly High with Three Steps to Great Customer Communication

Thousands of flights were cancelled when British Airways suffered an IT failure at the start of last summer. One of the biggest criticisms from customers was that they were unable to get hold of information, with many instead forced to...

World Employee Experience Institute joins the UK EX Awards for 2018

The World Employee Experience Institute (WEEI) has announced an exciting new relationship with Awards International Ltd to become official partners for the 2018 Employee Experience Awards. The pioneering organisation, which is led by one of the world’s leading employee engagement influencers,...

Kantar TNS and Qualtrics partnership will ‘create strong customer relationships’

A partnership between Kantar TNS, one of the world’s largest research agencies, and experience management firm Qualtrics is set to help organisations “put customers at the heart of their business”. The alliance brings together Kantar TNS’s worldwide network of Customer Experience...

HSO Helps Kohler Co Embark on a Digital Journey

IT provider HSO has partnered with leading commercial and industrial Kitchen and bathroom products manufacturer Kohler Co to streamline their communications using Microsoft Dynamics and provide foundations for future development. The deal will help Kohler’s accounts using Microsoft Dynamics 365 Sales...

About Tyne!: Newcastle Council Reveals Digital Experience Overhaul

Newcastle City Council has announced a major Digital Experience shake-up for local citizens thanks to a new partnership. Customer engagement firm England Verint Systems Inc, will improve automated digital customer services for the council’s employees and Newcastle residents. With a population of almost...

Open Banking: The New Risks

Earlier this month, new regulations in retail banking and payments across the EU came into force, allowing thousands of companies that aren’t banks to gain access to financial data and payment accounts. Many experts are predicting a digital revolution in...

Customers Spooked by ‘Ghosting’ Retailers

Being ‘ghosted’ by retailers after making a purchase online is one of the biggest bugbears for UK customers, according to new research. A survey of nearly 3,000 UK consumers by Narvar and YouGov found that ‘ghosting’ – seemingly being abandoned by...

B2B CX Plan: The Essentials

Does your company have a Customer Experience strategy? It should. Customer-savvy companies, especially those in the B2C world, are mapping out their customers’ experience and creating strategies to enhance every interaction, from initial contact to sales and service. However, B2B companies...

Oiling the Wheels: Devising a Friction-Free CX Strategy

Going frictionless – finding and removing pinch-points and problems to create a hassle-free Customer Experience – is likely to figure highly this year for companies wanting to improve the way they engage with customers. If you can do this successfully...

Millennials: Banking with a Tech-Savvy Generation

All banks should be aware of the importance of catering to the needs of the millennial generation, and while many are, there are significant misunderstandings around how to address these new consumers. This tech-savvy cohort is set to dictate the direction...