Category: Customer Experience

Customer Vulnerability: The Next PPI?

As we’re all aware, PPI represents the largest consumer mis-selling scandal this country has seen. UK lenders collectively expect PPI to cost them close to £50 billion in total, having already paid out over £48 billion in compensation and admin...

2020: Celebrating Five Years of the CX Masterclass

The Customer Experience Masterclass is preparing to celebrate its fifth year of providing unparalleled CX knowledge to audiences in the UK and beyond. 2020 will mark five years since the founding of the Masterclass, and January will see international consultant and...

Adapting to Customer Needs: The IKEA Example

In 2005, IKEA opened a large store in the United Arab Emirates. UAE residents and citizens visited the store in droves, enjoying the unique IKEA shopping experience. I still remember when I came to the UAE in 2007 and everyone...

Don’t Sell Yourself Short: The Challenges of the Modern Seller

The nature of selling is evolving at an exponential rate. Thanks to the internet’s provision of easy to access information, buyers no longer look to sellers to educate them on products and services. Research from CSO Insights reveals that 70...

Six CX Factors Shared by Award-Winning Firms

Idit Aloni is Head of Product Marketing at Amdocs, and has over a decade’s experience consulting and leading Marketing and Customer Experience within large organisations globally.   Recently, I’ve been feeling like a child in a candy shop, as I had the...

Black Friday Footfall up on Last Year

This year’s Black Friday footfall increased by six percent compared to 2018, despite challenges including Brexit uncertainty. Official data from ShopperTrak shows that overall footfall for the year sits 0.2 percent up against the same period last year. Saturday, meanwhile was expectded to be the...

Succeed in Experience Management with Experia Summit

This article was jointly written by Annette Franz, CCXP, and Joakim Thorn, XM Scientist, co-founders and hosts of upcoming free online event Experia Summit.   Google the term “experience management” and you’ll find as many definitions as colours of the rainbow, and then some....

You Should Give a Sentimental Feeling for Customers this Christmas

Emotions run high in the build up to Christmas, with sentimental songs, moving charitable causes, and emotive TV ads all tugging at consumer heartstrings.  So, in the midst of the festive shopping frenzy that starts this week with Black Friday...

Kantar Names First Direct as CX Leader in Banking Survey

Leading insights agency Kantar has named named First Direct the UK’s top bank for CX in a new report that compares brand perception with the thoughts of customers. Kantar’s inaugural CX+ report on retail banking surveyed 8,687 retail banking customers who were...

Legal & General Homes: Customer Experience, Built In!

In October, Legal & General Homes landed the Customers at the Heart of Everything gong at the 2019 UK Customer Experience Awards. Here, the firm’s Sales & Marketing Director Denise Stewart writes for CXM on why quality Customer Experience is...