Archives

Customer Olympics 2016: Harness a Summer of Sport with Boosting Promotions

For sporting fans, the summer of 2016 truly is a glorious time, from annual events such as Wimbledon, the rugby union summer series, Tour de France and cricket one-day events through to the Olympics and UEFA Euro championships. Marcus Ardeman...

EX Driving CX: Who Is Driving Your Customer Experience?

Customer Experience Magazine is proud to be organizing its first event, the conference ‘EX Driving CX’ that will be held on September 15th at Metro Bank Head Office in London. The theme of this one-day event will be placing employee experience and engagement at the...

An interview with Julie Cottineau: nurturing trust

With our monthly theme covering relevant CX literature, we talked with Julie Cottineau, a branding expert, about her recently published book Twist: How Fresh Perspectives Build Breakthrough Brands and relevant trends in branding and customer experience. Julie, it’s lovely to have...

Are Tattoos at the Office Still Taboo?

65% of Britons don’t believe tattoos are a reflection of someone’s personality – But are recruiters becoming more relaxed with their own views? Unsurprisingly, the 18-24 age group strongly disagreed with the perception that tattoos are an indicator of someone’s personality...

The Consumer Insurance Act 2015, ‘the Biggest Reform to Insurance Contract Law in More than a Century’

Insurance industry must engage with customers to avoid falling foul of Insurance Act, warns GMC Software. New legislation makes two-way exchange of information critical Insurers need to make customer communications a two-way process so they are not caught out by the...

Meet Generation CX — The Customer Experience Movement

Being marked as “the new marketing”, customer experience is becoming a focal point of the business development today. However, there is a growing need for having a consensus about what customer experience truly is. [youtube https://www.youtube.com/watch?v=Pw8HmDML_KM?feature=oembed&w=640&h=360] This video is one of the...

Why Android Pay Means UK Banks Have Got Customer Experience All Wrong

In the United Kingdom, almost 60% of smartphone users now own an Android phone. As of last month, users with Android devices fitted with Near Field Communication (NFC) technology are able to use the new Android Pay service. Quite similar to...

Towards a New Customer Experience Measurement

A high CSAT score is often seen as the holy grail of customer satisfaction. But can these scores offer a true indication of the customer journey? Simon Hunt, Director Customer Experience at Firstsource, looks at the limitations of CSAT scores...

Storytelling, Stopwatches and Suspense – A Judge’s Eye View of the UK FX Awards 2016

Working with Lexden I was delighted to be a judge at the UK Financial Services Experience Awards 2016, especially as I recalled we’d partnered the inaugural event last year. I have been on the finalists’ side of the fence a...

Meeting the Needs of the Omnichannel Shopper for Black Friday Success

Badged as the “July Black Friday”, the recent Amazon Prime Day not only brought revenue success for the ecommerce giant. It also reinforced the value of one-off bumper shopping days and seasonal events for retailers. Of course, none have been...