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The Changing Complaint Culture

Research has shown that consumers have increasingly lofty expectations in our digital world, and woe betide any organisation that fails to take this on board. Gone are the days when customer dissatisfaction meant a polite letter posted off and eventually forgotten,...

iPhone X Factor

The new Apple iPhone is in the centre of attention, with reviews coming in thick and fast. Here is an overview of the long-awaited iPhone X, which – even with just a few months left in the year – is set...

Create Product Photography Customers will Love

As an online business, it’s crucial that your product photographs are outstanding, to encourage browsers to buy. Perceived value of your products and the trustworthiness of your business will often lie in the quality of your web design, which includes high-quality,...

Survey Finds less Than Half of Customers Satisfied with CX

Conduent, a company which helps organisations improve correspondence with their clients, has conducted a Customer Experience study focussing on the UK, Netherlands, Germany, and the US.  They found that 47 percent of customers surveyed are not satisfied with the Customer Experience...

Three Ways Insurers Can Improve Customer Experience

The insurance sector has become notorious for low customer loyalty and bad Customer Experience. Research by The Actuary revealed that 27.9 percent of consumers find it the worst sector when it comes to customer service. This was only made all the...

Hales’ Heroes & Villains

Awards International Chairman Don Hales returns for more biting observations on Customer Experience. In the Don’s sights this week are one of the UK’s handiest stores for home improvement, and a Greek restaurant that would have you smashing your plates…for all the...

The Technological Touch: Securing the Future of the Call Centre

In an age of self-serve, robotics-driven Customer Experience, many have predicted the demise of the call centre and instead, expounded a vision where 100 percent of customer interactions are self-service and driven by AI. But contrary to what the doomsayers...

British Workers Sceptical of Embracing AI

Anticipation, scepticism, and fear are holding more Brits than Americans back from embracing Artificial Intelligence (AI) in the workplace, according to a new study by CITE Research for SugarCRM. The research on business executives in the US and UK reveals that the...

Employees ‘Embarrassed’ by Starting Salaries

Satsuma Lender has conducted a survey showing almost half of graduates (46 percent) are embarrassed by their current salary.  Nearly 500 graduates were quizzed, and Satsuma compared what they expected their salary to be and what their actual salary is based...

Experience ’17: Still Time to Book

Medallia’s two-day Customer Experience Conference: Experience ’17 will take place in Tobacco Dock in London on November 7 – 8. Medallia is a leader in Customer Experience management, and this event is aimed at redefining brands’ CX journeys. It’s a great...