Archives

Contact centre: Heart of the business or outdated irrelevance?

Paul Scott discusses the contact centre’s future in light of findings from the 2103 Dimension Data Global Contact Centre Benchmarking Report. For decades customer management leaders have argued that the contact centre should sit at the heart of business strategy and...

Using IT To Further Improve The Customer Experience

Creating a sustainable environment where customers feel comfortable to provide feedback requires a safe and easy way for them to communicate their thoughts. A recent NHS project we have undertaken involved creating a system for patients to provide feedback for their...

United Biscuits makes £25,000 savings with IT investment


United Biscuits (UB) is one of the world’s pre-eminent branded snacks businesses with a reputation for meeting consumer needs for well over 100 years.  UB’s unrivalled portfolio of brands includes favourites such as McVitie’s, Jacob’s, Carr’s, Jaffa Cakes, Mini Cheddars,...

Working with landlords put British Gas on top

British Gas was crowned Team of the Year (Loving the Customer) at the UK Customer Experience Awards. Read on to find out how the winning team focussed on landlords to achieve a top result. British Gas is the leading provider of...

Changes to the essence of our culture secured win

Communications Company Three UK took this year’s crown for Customer Experience team of the Year in the IT, Systems and Telecoms category at the Customer Experience Award. But who is Three and what made them stand out to the judges? Fighting...

Customer Experience Professional of the Year – Gareth Byrne

Former teacher Gareth Byrne was voted Professional of the Year at this year’s UK Customer Experience Awards. He tells Customer Experience Magazine why he is so passionate about education and how he enjoyed the awards process. Pearson is the world’s leading...

Double tweet success for Disney

Disney has done it again and topped the tweeting leadboard for the second time this year, according to the UK Customer Experience Index (UKCEI). Happy customers with positive messages about the brand have put Disney in first place after more than...

NEW Health Sector In partnership with the Patient Experience Network Note From Ruth Evans Welcome to this...

Why awards matter

When I was appointed to be a judge again at this year’s prestigious UK Customer Experience Awards, I was delighted. The finalists in my category include Balfour Beatty and Scottish Water, so it’s a unique opportunity to privately compare Door-Stop...

CELEBRATING THE BEST IN CUSTOMER EXPERIENCE

The UK Customer Experience Awards 2013 was a glittering occasion that celebrated the best of the nation’s love for its customers. Decked out in a lavish pink, the main hall at the Grand Connaught Rooms was an impressive setting for the...