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An Unusual Customer Experience: Samsung’s Family Hub Smart Fridge

Samsung recently launched The Family Hub™ and they describe it as a revolutionary new refrigerator with a Wi-Fi enabled touchscreen that lets you manage your groceries, shop, connect with your family and entertain like never before. Although some of the...

Unicorns in the UK: Is the UK the New Home of Billion-Dollar Digital Businesses?

The number of potential ‘unicorn’ companies emerging in the North West of England continues to grow, and experts predict that the government’s Northern Powerhouse plans could make the region an even more attractive proposition for digital entrepreneurs. A study by international...

These are the Finalists of the UK Financial Services Experience Awards 2016

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CXM Interview: “Take Everyone on the Journey with You”

In a continuation of Lexden’s series of interviews with Customer Experience leaders, MD Christopher Brooks caught up with Kent Reliance’s Head of Customer Strategy & Insight, Stephen Plimmer, to better understand the role of CX at OSB. Christopher Brooks (CB): OneSavings...

Lying at Work: Meet the Office Truth Translator

In a bid to make offices across the UK a little more honest, the team at Viking used these quotes and have imagined what it might be like having someone on hand to “translate” these phrases. Dubbed the ‘Office Truth...

3 Remarkably Simple Ways to Improve the Employee Experience

In our Customer Experience Consultancy, we are always asking employees to improve the well-being of customers. We also encourage them to surprise and delight, as well as exceed expectations of customers. After all, we want employees to produce Customer Experiences...

Meet the Winners of the UK Employee Experience Awards 2016

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Employee Satisfaction Is Key to Providing a Good Customer Experience

A good customer experience means different things to all of us, but I’d suggest that there is one thing in common – a customer service agent that really delivered, whether that’s going the extra mile to resolve a problem or...

Mutuals and Challenger Banks Have the Best Reputations

Nationwide Building Society, Virgin Money and Santander top the UK RepTrak® ranking of retail banks’ reputations amongst the UK general public, Reputation Institute announced today, based on more than 1,200 interviews conducted in the first quarter of 2016 among members...

Brave New World: Four Ways to Tackle Ad Blocking in the Age of Consumer Choice

If 2015 was the year ad blocking got its foothold, 2016 is looking like the year everybody’s taking advantage of the technology. Barely a week goes by without a fresh news cycle about the challenges posed to the media and...