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UK Digital Experience Award Winners Announced

Winners of the UK Digital Experience Awards 2015 have been announced on Friday 27th November at the Park Plaza Riverbank in London. Created to recognise and celebrate the delivery of an exceptional customer experience through digital media channels, the awards event...

The “Golden Threads” B2B Companies want to reach by 2018

This autumn, Customer Attuned carried out an international research study to find out what state B2B Companies want to be working in by 2018. A questionnaire of twelve critical strategies labelled as “The Golden Threads”, was sent to companies around...

Retail Loyalty: How to Earn It through Your CX

Loyalty is usually defined as a strong feeling of support or allegiance towards something or someone. It’s also something that apparel retailers consider to be in short supply these days: a mid-2014 survey suggested that ‘maintaining customer loyalty’ is the...

When You Are in Your Customers’ Homes, You Have to Make It Right

By Christopher Brooks: Continuing my series of interviews with heads of customer experience, I caught up with Toni Adams, Head of Customer Experience at Carpetright. Based in Purfleet, Essex the retail giant serves almost 600 stores across Europe. From under one...

Mirror, Mirror, on the Facebook Wall…

Opticians store wows customers with mirrored point of sale system that encourages online social interaction A trailblazing, touch-enabled and connected point of sale unit located at the London flagship store of fashionable high street optician Kite GB uses a 42-inch diagonal...

A Question from Hyatt: Are You Conversocial?

Conversocial, a Facebook Marketing Partner, has teamed up with Hyatt, a leading global hospitality company, to integrate with Facebook’s Messenger app as a new channel for Hyatt’s social care. Messenger, Facebook’s standalone messaging app, has grown 40 percent from 2014 to...

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...