Archives

Keeping Customers Loyal Beyond Christmas

Figures from John Lewis indicate that last year online sales grew by 11.8 percent year-on-year in the Christmas period – the six weeks leading up to the end of December. UK Christmas spending was predicted to hit record £77.56bn in 2016....

Know Customer Expectations…or no Customer Experience

Customer Experience management is a hot topic, and I would get a least one invitation a day to a CX seminar or workshop. Reflecting on the content of these events and having reviewed literature on the subject, it seems that the...

Employee Engagement to Employee Experience: Applying Existing Knowledge

Employee Experience is a relatively new area which has gained significant momentum in the last couple of years, culminating in a wide range of information being available on the subject. It has captured my interest for two key reasons. Firstly, with...

Customers Ready to Abandon Brick and Mortar Branches? Don’t Bank On It!

Customers of one of the UK’s best-known banks are fearful of a slump in service following news that many branches are to shut. RBS has announced the looming closure of 62 Royal Bank of Scotland branches, along with 197 NatWest outlets,...

CX Awards Partner Cranfield University Wins Queen’s Anniversary Prize

Cranfield University has become the first institution to win a prestigious Queen’s Anniversary Prize for work on soil science. The institution’s prestigious School of Management is a major partner of the UK Customer Experience Awards, the UK Digital Experience Awards, and...

CX Marks the Spot: Expert Customer Journey Mapping

The success of a business lies in its knowledge of its customers. Your product or service is targeted to a specific need of a specific customer, and naturally you consider your customer’s behaviours, thoughts, and feelings. From there, you can now...

FoundIt find themselves Wembley Winners Yet Again

Hot on the heels of their UK Customer Experience Award win in September, data platform innovators FoundIt returned to Wembley Stadium in November to take home another prize for their expanding trophy cabinet – a UK Digital Experience Award. The London...

Empowering a Blended Workforce to Deliver Optimal CX

As consumers continue to become more digital-savvy, organisations are considering – and even implementing – more cost-effective digital channels as part of their evolving customer engagement strategies. For many, this means investing in AI solutions like virtual assistants, in-store virtual helpdesks,...

Jessica Huie: Time to Act on Workforce Diversity

Let’s get this straight…far from being exclusive of each other, talent and diversity are one and the same. Forward thinking businesses recognise that in a rapidly changing world where social evolution means the way we work has shifted beyond recognition, the...

UK Complaint Handling Awards 2018 Finalists Announced

How businesses deal with complaints has evolved to become a key component of their overall Customer Experience ethos, and the premier event in the UK to celebrate talent and achievement in this crucial field is the Complaint Handling Awards, for...