Category: Customer Experience

Getting CX Transformation Right

One of the most common obstacles to CX transformation is a misunderstanding of what CX is really about, among people who are not CX professionals. And if you are a CX professional trying to explain it to colleagues, it can be...

Brands Should Focus on Delivering a ‘Human’ Experience in the Brave New World

The uncertainty surrounding the fallout from lockdown and consumers’ changed behaviour makes the task of forecasting the future a difficult one for brands. While commentators obsess about the performance of channels and the extent to which ecommerce is replacing bricks...

Amazon To Open At Least 30 Checkout-Free Physical Shops In the UK

The online retail giant plans on launching at least 30 physical stores across the UK where customers won’t need to pay at checkout. In December 2016, it was announced that Amazon Go would soon be opening its first shops in Seattle, USA, allowing consumers to...

Inspiring Confidence: The (C)X-Factor in Any Customer Experience Strategy

In your office there will be rules; standard operating procedures that help with inducting new staff, training long-term staff and ensuring the smooth running of day to day business. Sometimes those rules are well documented in step-by-step guides, and sometimes they...

TTEC Announces New EMEA CX Service for Volkswagen Group UK

New centre is set to transform customer experience and drive improved loyalty, retention and advocacy TTEC, a worldwide leading digital customer experience (CX) technology and services company has today announced its new CX service centre for Volkswagen Group UK, which includes...

Quality Insured: How Insurers Can Deliver a Seamless Customer Experience

Since the start of lockdown in March, businesses across the UK have faced a multitude of disruptions and had to come up with creative solutions to overcome them. Naturally, some businesses have been more successful than others. One sector that’s had...

Keeping Experience in Mind: The Neuropsychology Behind Customer Journey Maps

Brands are often missing one key piece of data that will bring them the greatest customer benefits.Typically brands know the age, gender, spend, location, online duration time, and basket contents of their customers. This is useful transactional information – but...

Bridging the CX Chasm

I would hope that in every business that it is clear who is responsible for sales and who is responsible for post-sales service. What may not always be clear is who is responsible for what happens in between. Who is responsible...

The Era of Conscious Consumer: Shoppers Demand Brands Be More Environmentally Aware

Emerging from the coronavirus lockdown, brands and retailers are expected to shift towards sustainability as 37 percent of UK and Irish consumers became more conscious of their online shopping habits and the impact it has on the environment. The research conducted...

A New Look: The Importance of An Adapted CX Strategy for A New Customer Mindset

In times of crisis we re-evaluate what we think. Tried and tested concepts no longer feel appropriate as we turn a critical eye on brands, institutions and governments based on what they have said and done and what they will...