Category: Customer Experience

Star Power: Rise of the Review Culture

Are online ratings and reviews important to your business? They should be, as the influence of online product reviews on consumers continues to grow. Recently, Brightpearl conducted a survey of consumers, which reveals just how much we now rely on...

Freshworks Teams With DWP to Help Jobseekers Find Work

Global innovator in customer engagement software Freshworks Inc has been chosen by the UK Government to run its Find a job service. The company has been chosen by the Department of Work and Pensions (DWP) and will provide the support and...

Customer Expectations Wake-up call for Social Housing Providers

Social housing providers need to learn from organisations like Amazon and Royal Mail if they are to meet the expectations of their customers, according to a new report. A poll of almost 6,000 social housing customers shows that more than four-in-five...

UK Business Awards: 2019 Finalists Announced

The finalist line-up for the 2019 UK Business Awards has been unveiled, with a host of firms preparing to compete in  London for a title this November. Hosted by Awards International, which brings events including the UK Customer Experience Awards to...

Why Contact Centres Should Think Before They Speak

We’re flush with new ways to engage with customers, but businesses should be more data-driven, rather than simply throwing more manpower on the frontlines. In the era of new contact centre touchpoints, the touchpoints themselves matter less and less because...

Five Ways to Test Your Customer Recovery Loop

Customer service is a vital part of obtaining and retaining business. In fact, 73 percent of buyers indicate that Customer Experience is an important factor in their purchasing decisions. To ensure they are servicing their customers in the best way...

Why it’s Time to Treat Personalisation as a Product

Personalisation is now firmly engrained in every marketer’s vernacular. From the simple ‘salutation’, right through to more complex behavioural tracking for subsequent ‘predictive offers’, but despite great inroads in data and technology capabilities that can drive relevant and personalised experiences, many brands...

Gulf Customer Experience Awards 2020: Entries now Open

The Gulf Customer Experience Awards will return to Dubai for 2020 in a new-look ceremony that will celebrate the very best CX strategies in the region. Hosted by Awards International, the 2020 finals event will take place in Dubai’s Conrad Hotel...

Why Study Applied Customer Experience at Pearson Business School?

Whether you’re looking for a qualification to validate your existing experience in the field, or you’re starting out in a CX role and want to attend a course to help establish your career, the Applied Customer Experience Course could be...

Warning for Finance and Utilities Over Growing Customer Satisfaction Perception Gap

UK financial services and utilities businesses are underperforming when it comes to complaint handling, despite their growing belief that customers are satisfied with their performance. That is according to Huntswood’s Complaints Outlook 2019 report, which combines research from financial services and utilities firms...