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The Rise of the Independent Retailer

This month sees the launch of Lightspeed eCom in the UK, following the acquisition by the powerful point-of-sale business of Amsterdam-based eCommerce software company SEOshop. The company now serves 34,000 businesses in more than 100 countries, processing £7.8 billion in...

Who needs the Oscars? The Customer Experience Awards are where it’s at!

My Customer Experience Awards adventure was chock-full of excitement and surprises from the get-go.Not least because it was a complete surprise to me that I’d even been entered! I’ve spent the past three years as the Head of Customer Excellence for...

How Retailers Can Ensure that Santa Claus Comes to Town

For many, their favourite time of year is fast approaching. For retailers, the run up to Christmas is their biggest sales period, with a record £104bn spent over the six week Christmas period last year. 2015 is set to be...

Your Brand Is Really Your Experience

Brand is everything, isn’t it? That is the message I’ve heard many times over the course of my career, usually associated with an advertising campaign, a rebranding exercise or some product placement into the market. The meaning of brand seems...

Bad News Boss, Your Friend Request on Facebook Is Deleted

35% of UK employees surveyed said they would accept some work colleagues as ‘friends’ on Facebook, but NOT their managers. 15% wouldn’t accept ANY work colleagues as ‘friends’ on Facebook. Those working in the finance sector are the most likely to be...

Our Business Principles Can Be Found On Walls within Our Offices

Donald Maidment, Head of Customer Service at Panasonic, outlines how the Japanese manufacturer is moving its service operation to a more proactive business model. In October 2015, Panasonic System Communications Company Europe, the business to business arm of Panasonic in Europe,...

“Any Working Position Can Be Standard, You Choose”

Remember hover chairs from Wall-E? Did you like or dread that vision of the future? Meet Altwork Station, work station that adapts to you, with a simple push of a button. ...

A Customer Is Not Just For Christmas

Just over a fifth of organisations (22%) rank customer experience as the single most exciting opportunity for the year ahead, according to a recent global survey of more than 6,000 marketers and internet professionals. 78% of companies agreed that they...

Charities, NGOs and Volunteers – The Backbone of Refugee Support

by Customer Experience Magazine An incredible 670,000 people have arrived in Europe during 2015, fleeing conflicts in the Middle East, Africa and Afghanistan. Winter is approaching, and the concerns around Europe’s worst refugee crisis since World War II are intensifying in...

How Powerful is Your Reach? 50 Most Digitally Engaged and Influential Global Brands in 2015

Lithium Reveals 2015 Social Power Ranking As a company with one of the largest digital footprints in the world, Lithium Technologies announced the definitive list of brands that are leveraging social approaches to connect, build trust and drive advocacy with customers,...