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Inspired by the magic of Willy Wonka’s factory

Starbucks moved one step forward in customer experience introducing a one-of-a-kind coffee shrine in our hometown that captures the past, present and future of Starbucks. ...

How I Won without even Entering the UK Customer Experience Awards

On 25th September I sat down to watch five heavyweights of banking take each other on in a battle of customer experience supremacy. Visa, RBS, NatWest, Virgin Money and Nationwide presented their customer experience initiatives to me and four fellow...

60 Second Interview with Ticketmaster,
Finalists at the UK Customer Experience Awards 2015

In a conversation with Sarah Jenkinson, Matthew Wilkinson, Head of Contact Centre Operations at Ticketmaster (pictured with the actual Rugby World Cup & Will Greenwood) gave us his opinion on the UK Customer Experience Awards 2015 Sarah: As partners to the Rugby...

The Sound of Award-winning Measurement Score

Performance in People developed Behavioural Measurement Score® (BMS®), an objective way of measuring staff behaviours. The BMS® research methodology was successful in winning an award in the ‘Insights & Feedback’ category at the 2015 Customer Experience Awards. It has always been...

Sharing the Tension and Anticipation of the Nominees

Tom Needs: My experience of the UK Financial Services Experience Awards I recently had the honour of being a judge at the UK Financial Services Experience Awards (UK FXA Awards) 2015 and as with all awards events, it was a great...

Mum & Dad, I Need a Loan

Younger SMEs are more likely to consider a diverse range of options when seeking finance or information to expand their business, including turning to friends and family, compared with older companies, the Business Banking Insight (BBI) has found. An ICM poll...

Keeping Your Eye on the Prize

You have the power to choose your experience. It’s all up to you and it’s your choice if you are first, second or third place. It’s also up to you to even get in the game. You need to accept...

Customer Experience, Isn’t that Just Another Name for…

It has to be the biggest question I have heard this summer! “Ah, so you work in Customer Experience, isn’t that just another name for…” and then the top trumps list unfolds! So it seems that across all industry sectors, people...

CX expectations – Does age really matter?

With customer satisfaction scores and the voice of the customer playing an ever increasing part in modern day business, customers have more power than ever before to influence key business decisions. Times are definitely changing and with it raises the...

A new way to change car oil unveiled by Castrol

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