Category: Customer Experience

Getting Personal With Direct-to-Consumer Sales

There are few better ways of minimising costs than offering products straight to buyers – and it seems brands increasingly agree. Survey’s suggest nine-in-10 plan to launch their own direct-to-consumer channel (DTC), and at least 23 aim to do so in the...

Sport Club Association: Attracting the Next Generation of Athletes

Many sports clubs in the UK are struggling to stay afloat and golf is a prime example, with player numbers down and courses going bankrupt. A major contributor to this predicament is a failure to attract younger players as members. In a...

Contact Centre Evolution: Keeping up With Customer Demands

In theory, it has never been easier for consumers to communicate with your business…but are the choices suitable and easy to access? Today’s consumers demand instant, fast, on-the-go interaction with companies, which is why web chats, texts, and social media have...

Embracing the Experiential in Retail

Customer relationships with brands continue to evolve, based upon changing expectations, and desires, and impacted massively by the speed at which ecommerce develops. The ability to buy almost anything, quickly online, has altered the brand loyalty that used to be...

Setting the Bar for AI/Customer Interaction

The Barbican’s newest exhibition, AI: More than Human, is an artistic exploration of the possibilities that modern technology presents, examining the diverse potential of artificial intelligence (AI).  A particularly striking installation is MakrShakr, a robotic bartender which can mix cocktails for...

Slow Customer Service Warning for Brands

Slow service is enough for more than half of British customers to ditch a brand, according to a new survey. A poll of 2,000 UK consumers revealed that 56 percent would stop shopping with a brand that forced them to endure...

2019 International Customer Experience Awards: Entry Discount Ends Soon!

The International Customer Experience Awards is returning to Amsterdam this year, and potential entrants have just a few days left to take advantage of a special Early Bird Discount offer. A total of 19 categories are open for submissions, with...

Waitrose Waste Reduction Scheme Launched at Oxford Outlet

As customer concern over carbon footprints reaches fever pitch, Waitrose is leading the way in reducing packaging with a new test store for shoppers to fill their own containers. The chain’s Botley Road shop in Oxford is offering refill stations for everyday...

International Customer Experience Awards: August Entry Deadline Approaching

The International Customer Experience Awards is returning to Amsterdam for its second year, and potential entrants have until August 7 to apply. A total of 19 categories are open for submissions, with one Overall Winner title reserved for the entrant scoring...

3 Steps to Creating a Kinder Call Centre Experience

We often hear about customer service being increasingly used as a business differentiator, but what does this really mean? After all, customer service comes in many guises and means different things to different people. Some people simply want fast service...