Category: Customer Experience

CX Stars Swarm Red Carpet at UK Customer Experience Awards

It was a night of glitz and glamour as the evening gala ceremony at the 2019 UK Customer Experience Awards brought Britain’s brightest CX stars onto the red carpet…   Teleperformance UK: Left to right – Dave Green, Client Service Director; Helen...

Could we BE Anymore Telephonophobic?

Last year, the 90s masterpiece Friends, which has been running and rerunning on TV for the last two and a half decades, caused joy and uproar when it made a return to the small screen via Netflix. It was back!...

CX: The Driving Force Behind B2B Commerce Innovation

B2B companies know the kind of Customer Experience they should be offering. Buying experiences should be seamless and rich, with tailored product information, relevant pricing, and payment options, and the right combination of flexible and adaptable buying and selling touchpoints....

Millennial ‘FOMO’: How Your Brand can Benefit

FOMO, or ‘fear of missing out’, has become a phenomenon among the millennial generation. Millennials are spending more, travelling more, and seeking experiences more than any other generation, with Gen Z close behind. Of course, millennial instincts for sharing are...

Overcome Customer Service Complexity for Greater CX

Managing a large customer service operation can be a tricky and complex task, especially if an organisation is having to juggle multiple CRM platforms that can’t share information effectively. This impacts customer service agents, making it hard for them to...

2019 UK Customer Experience Awards: Winners Take Wembley by Storm

London’s home of champions Wembley Stadium lit up with the stars of CX as the 2019 UK Customer Experience Awards took place at the iconic venue. Hundreds of guests arrived at the event as finalists presented details of the country’s most...

Quality: The Pillar of Customer Experience

Companies are shooting themselves in the foot consistently when it comes to their Customer Experience. Why though…and how do we help them improve? In the past 18 months, we’ve seen several major Customer Experience (CX) blunders from big brands. Three that come...

Digital Marketing Strategy to Drive Customer Engagement: A Route map for Startups

In their earliest days, dynamic startups are so intently concentrated on the product or solution they have created, and the innovative, creative concept behind it, that they lose focus on the key process of taking it to market, engaging with...

Operational and Analytical CX: Know the Difference

It can be easy to think of customer experience programs as one homogenous aspiration for organisations, but with a little probing, what often emerges are two discrete types of programs: analytical, and operational CX. In both cases, CX professionals will...

Free Webinar: The Future of Midsize Call Centres in the Digital Age

An upcoming webinar will shine a light on how midsize call centres can adapt and thrive in the digital era, with expert advice from Genesys and Frost & Sullivan. Hosted by Customer Experience Magazine, the free webinar will take place on...