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The Current State of Customer Experience – Global Companies Are Not Fully Committed

Customer experience strategies have become increasingly important over the past few years as the landscape is dramatically changing. Companies are facing more complex customer issues as a result of customers’ increasingly higher expectations. We have found that most companies are still...

Why used car leasing remains a great choice in the ‘robust’ current market

The used car market in the UK remains ‘robust’ with no sign of any shocks on the horizon. That’s the view of a leading motor expert who believes that the UK used car market is set for a ‘soft landing’...

Social enterprises and charities are not exempt from the need to improve their customer service or customer experience

Let me tell you a story related to a social enterprise project that I am setting up… We were looking for training rooms for our project and I contacted three potential providers, all charities/social enterprises, that were in the right location...

The three uses of content marketing for auto brands

In today’s automotive marketplace, there is a growing misalignment between the emerging needs and behaviors of customers and the traditional way of marketing to those customers. Customers are more informed than ever before, with frictionless access to a universe of resources...

UK Digital Experience Awards Finalists Announced

Finalists for this year’s premier UK Digital Experience Awards 2014 have been announced. The shortlist of high-calibre entries was revealed yesterday and those successful businesses have been informed. Taking place on July 9th, the Digital Experience Awards will recognise and celebrate...

Improving customer experience in Not For Profit and Public Sector organizations

Moxie Software’s EMEA General Manager, Andrew Mennie says: The non-commerce sector, from Not For Profit to Local and Central Government, has more in common with commerce than you might expect, when we look at the deployment of multichannel customer experiences. Whether...

Content intelligence creates long-term donor relationships for charities

Charities have to develop better customer (donor) relationships It’s easy think that just because a charity is a non-profit that they lack the same commercial awareness and urge to generate revenue exhibited by their ‘for profit’ counterparts. Actually charities are every...

To Outsource or Not to Outsource…

Managing citizen contact is a major challenge for any public sector organisation, but quite often, the decision behind outsourcing your customer service can turn into a dilemma, of Shakespearean proportions! We’re here to tell you that it needn’t be –...

The way of a fool seems right to him, but a wise man listens to advice

There is a cautionary tale from this reference from Proverbs 12:15 for any business which wants to improve its way of working; how competent you think you are is probably not the reality of how competent you actually are. The worst...

Customer experience Titanic or Titan in the making?

Paul Massara took over as the chief executive of npower in January 2013. Arguably a difficult job to take on, not least because of the poor customer service reputation and previous mis selling practices conducted between 2009 and 2012, allegedly...