Category: Customer Experience

The Rise of Social Media Customer Care

Customer care is an integral part of every business’s success. Customer service is a way of building a better relationship with your customers, thus increasing the opportunities for a positive impact on sales and customer loyalty. Social media has not only...

Digitisation is the CX American Dream

Digitisation is the main Customer Experience priority for US firms, new research has revealed. A report by the National Centre for the Middle Market (NCMM) found that 74 percent of middle market firms surveyed believed digitising CX was essential to growing...

Winner Focus: Skipton Building Society

Helping those living with dementia lead full and active lives earned a branch of Skipton Building Society a UK Customer Experience Award. The team from the Bury branch were among the winners at the gala awards final at Wembley Stadium back...

Passion From Pain: How Trauma Ignited CX Success

Sometimes in life we need a little push in the right direction to help us realise our goals or follow our dreams. In some cases that push is a gentle nudge, while in others it’s getting shoulder-charged by a New Zealand...

Bank Begins AI Service on App

Bank of Scotland has incorporated AI into its new mobile customer service. A new virtual assistant is being made available for iPhone users who download the bank’s app. The AI bot has been trained to answer common questions from customers, with...

Survey Finds less Than Half of Customers Satisfied with CX

Conduent, a company which helps organisations improve correspondence with their clients, has conducted a Customer Experience study focussing on the UK, Netherlands, Germany, and the US.  They found that 47 percent of customers surveyed are not satisfied with the Customer Experience...

British Workers Sceptical of Embracing AI

Anticipation, scepticism, and fear are holding more Brits than Americans back from embracing Artificial Intelligence (AI) in the workplace, according to a new study by CITE Research for SugarCRM. The research on business executives in the US and UK reveals that the...

Experience ’17: Still Time to Book

Medallia’s two-day Customer Experience Conference: Experience ’17 will take place in Tobacco Dock in London on November 7 – 8. Medallia is a leader in Customer Experience management, and this event is aimed at redefining brands’ CX journeys. It’s a great...

Survey Reveals Fears Among European Talent Leaders

A survey of 400 talent leaders in seven European countries has highlighted 42 percent of talent leaders think the shortage of specific skills is the biggest challenge facing their talent acquisition strategy, which is affecting productivity and profit. 29 percent of...

Biting Back: UK-Born McDonald’s Boss Plans to Reclaim Value-Hungry Customers in US

After a period in which McDonald’s learned the hard way about holding onto customers who seek value in their fast food, the chain plans to unveil a new line-up to replace their famous ‘Dollar Menu’. That revamping of a modern US...