Category: Customer Experience

CX Grand Designs: Time for a Refresh?

It’s not long before the winners of the 2019 UK Customer Experience Awards will be unveiled. As one of the judges, Phil Durand (pictured), Director of Customer Experience Management at Confirmit knows that success comes in many forms and that the...

Compliance and Customer Experience: Not a Zero Sum Game

Businesses in regulated markets don’t have to choose between satisfying their customers and regulators, because compliance and CX isn’t a zero sum game. Yet with the right tools and focus, they can do both. Customer expectations are perhaps higher than ever. Conditioned...

Aligning the Competing Agendas of Customer Service

It’s time to rethink connected services and the way we interact with our customers. A lot has changed during the last 20 years in the customer service sphere, and it’s vital that companies engaging in it change too – and challenge...

‘Fangagement’ in the Mobile Age

Recent studies have found that over a third of the UK’s population have attended a festival since 2016, proving there’s always a fanbase ready to trade home comforts for a weekend of music, food, and drink in a field. Yet...

Event Experiences With a Human Focus

In an age of digital disruption, creating powerful experiences has never been more important. Marketers know this – 84 percent of Vice President and C-Suite level executives believe in-person events are a critical component of their company’s success. Designing with...

October Dates for CX Masterclass in Sweden

The Customer Experience Professional Masterclass is coming to Sweden, where world-renowned CX consultant and author Ian Golding will impart his knowledge over two days in October. Taking place on October 22 – 23, the Masterclass is held in collaboration with the AROS Congress...

Seven Ways AI Transforms Your Contact Centre Team Into Superheroes

Far from replacing people, artificial intelligence (AI) has the power to enhance employee engagement and productivity and customer interactions in one go. New technology inevitably changes lives. However, rather than fear robots replacing front line customer service representatives, it’s time to...

Kantar Appoints new CX Commercial Director

Data insight leader Kantar has appointed a new Commercial Director to drive its CX strategy into 2020 and beyond. Chloe Woolger (pictured), the former Marketing Director of Watermelon Research, will be based at Kantar’s London HQ, reporting to Tim Pritchard, Managing Director...

Betting Firms Gambling – and Losing – on Customer Loyalty

Gaming firms in the UK are facing a customer loyalty crisis, with 96 percent of punters saying they switch betting providers every year. Customer insight firm Feefo found that despite this challenge, 93 percent of customers claim they can be persuaded...

How a Messaging-First Approach can Revolutionise Customer Communications

For everything from ordering a pizza to getting an insurance quote, smartphones are increasingly at the centre of our lives. Many of us are now used to contacting brands through the same mobile channels we use to chat with friends...