Archives

Common Sense Customer Experience: Have you Seen These CX Gaffes?

Whilst perusing the shelves at one of the UK’s biggest chain bookshops, I found myself making all too close acquaintance with a gentleman who was vacuuming at my feet. Ah yes, the familiar sound of “it’s 10 minutes to closing time,...

Virgin Shows Links Between Employee Experience and Customer Experience

Colin Shaw, Beyond Philosophy Richard Branson, Founder of Virgin Group, led the charge for better parental leave benefits this week for his employees. The new policy at Virgin allows new parents one year of fully paid leave following the birth or...

Do you enjoy shaping the customer experience online and through mobile?

Sarah Jenkinson, Customer Experience Magazine Enter the UK Digital Experience Awards 2015 and prove to your customers you belong among the best there is in the industry! ...

The Future of Technology in CX

Mark Magee, Vice President of Product Management, MaritzCX As companies become more competitive, their customer experience practitioners are becoming more experienced and more specialized. To take a company to the next level, CX practitioners should stay up-to-date with the latest trends...

Integrating a sound Digital Strategy into your Customer Experience

Mark Hamill, Awards International UAE Digital is changing the way organisations approach customer experience. Digital technology has become part of everyday life for the majority of consumers and has challenged customer expectations around service, delivery and communications. It’s great having nifty...

Five must-have technology innovations to deliver a first-class customer experience

Mike Hughes, MD of PeopleTECH One of the biggest changes to impact the customer experience industry over the past decade, has undoubtedly been the change in consumer expectations. Where many consumers were once inert and passive about dealing with and accepting...

Gousto – What is it? How does it work?

Sarah Jenkinson chats to Laura Lao, Gousto Gousto delivers everything food lovers need to cook the recipes they love, weekly. We deliver quality ingredients, in exact portions; with step-by-step recipe cards that make cooking simple and enjoyable. With flexible delivery and...

9 steps to create the Customer Journey Map that will keep you awake at night!

A customer journey map (CJM) is an incredibly useful tool when it comes to understanding and improving your customer experience. If you’ve got a great CJM it can really help you understand how your customers see things at key touch points...

Making our customers feel best loved

by Emma Banks, LV= LV= employs 6,000 people across 17 locations in the UK and serves over 5.7 million customers with a range of financial products. We’re the UK’s largest friendly society and a leading financial mutual. When we started in 1843...

Customer Experience Disconnects: 5 Steps to Creating the RIGHT Customer Experience

by Gary Topiol, InMoment Customer Experience is maturing. I rarely hear the phrase “customer service” anymore, and most business leaders know what acronyms like CX and VoC mean – without even Googling them. However maturing is a verb that indicates a process,...