Category: Customer Experience

Net Promoter Score – the root of all that’s wrong with customer surveys?

Well actually no!  We must remember that Net Promoter Score or NPS for short is one of the forefathers of today’s short, intelligent and low effort surveys.  Without which, many businesses would still be struggling to embed the importance of...

Investment Banks and Financial Services: Ready for CX?

‘Poor Customer Experience’ is costing financial institutions $10 billion in revenue per year, a figure that was revealed in 2019 by a Fenergo research. In the context of a troubled economic environment, cost wars, and a need for transparency, it...

UK Gift Card Market Hits Almost £7 Billion

New research has shown that the UK gift card market industry has reached £6.9 billion in value. A study conducted by the Gift Card & Voucher Association (GCVA) involving 2,000 UK consumers shows a rising awareness around sustainability, as digital gift...

CXM Snippets: Three Stories in Three Minutes

Three stories from the world of Customer, Employee and Digital Experience in Three Minutes…Dubai Government staff told to work from homeThe Dubai Executive Council has issued a call for some government employees to work from home remotely in a bid...

Emdad Choudhury on the Future of Customer Experience and the Importance of Awards

Customer Experience is everywhere – involved in our lives on a daily basis. More often than not, when you think of Customer Experience or customer service, you think of a person that was willing to help you and left you...

Why Hyper-Personalisation Demands a Fair Value Exchange

Retailers today face an interesting challenge – and competitive opportunity – brought on by the growing customer demand for personalised products, recommendations, and experiences. To successfully achieve this personalisation, the delivery process for brands involves a necessary exchange, one that...

CXM Snippets: Three Stories in Three Minutes

Three stories from the world of Customer, Employee, and Digital Experience in Three Minutes…Abu Dhabi to phase out disposable plastics by 2021A new environmental policy announced by the Environment Agency of Abu Dhabi (EAD) targets single-use plastics such as cups,...

CXM Snippets: Three Stories in Three Minutes

Three stories from the world of Customer, Employee and Digital Experience in Three Minutes…Emirates announce deep clean of aircraft to tackle coronavirus spreadEmirates has incorporated new disinfecting measures in response to the coronavirus outbreak.The airline has implemented increased cleaning efforts...

CXM Snippets: Three Stories in Three Minutes

Three stories from the world of Customer, Employee and Digital Experience in Three Minutes…Apple advise staff to stay home during virus outbreakApple is advising staff to work remotely during the coronavirus crisis.Apple CEO Tim Cook sent out a note to...

Successful CRM Strategies and Organisational Behaviour Management

This article is co-authored by Edwin Best (below left), founder of The Best CRM, and Joost Kerkhofs (right), an entrepreneur and author specialising in Organisational Behavior Management (OBM), and the co-founder of OBM Dynamics, which offers globally recognised certification in OBM...