Category: Customer Experience

Why Is It So Hard for Water and Energy Companies to Reduce the Number of Complaints?

The journey from being an engineering and infrastructure management business to becoming a consumer brand (or at least behaving like one) is a difficult one. As the latest customer complaints figures on the water industry show, simply ensuring supply and...

9 Game Changing Strategies for Your Online Customer Experience

Poor online customer experiences can be disastrous for a company’s sales. As an entrepreneur, you need to look at ways to enhance your online shoppers’ experience. Customer Experience is all about knowing what your buyer wants and working towards making...

Growing Global: Bicester Village a Microcosm of Global CX

Nan Russell, Head of InMoment’s Global Centre of Excellence, discusses the impact Chinese consumers are having on the European Customer Experience. At an iconic British rail station in the heart of London, an announcement for a train bound for a...

Door-To-Door Is No More

A knock at the door, usually just as you’re sitting down to eat dinner with the family. You open it and it’s someone trying to sell you a new gas and electric package, a new TV and internet service, solar...

How Artificial Intelligence Can Be a Customer Experience Game Changer

Speed and agility are everything in today’s ultracompetitive digital economy. The faster companies are able to launch new online services and mobile app updates, the better their chances of outperforming their rivals and keeping pace with the ever-changing needs of...

The “Seven Deadly Sins” of Customer Experience Transformation

Harald Fanderl, a partner and global leader of the Customer Experience group in McKinsey & Company’s Marketing & Sales Practice, talks about how to avoid the key pitfalls in implementing a customer experience programme. Customer experience (CX) has emerged as something...

What Practices Are the Game-Changers in User Experience?

In the customer service environment front-line advisors should be fully equipped, not only in terms of product, systems and service knowledge, but in their “EQ” or ‘emotional intelligence’ which can make a dramatic difference to the user experience. Today’s contact centre...

Why Customers are the Beating Heart of Businesses

There’s a good reason why the old adage ‘change is good’ still rings true. It keeps us on our toes, enables us to re-invent ourselves, and keeps us competitive. In the corporate world, many suggest that the only real constant...

Three Strategic Wins Gained by Working with Mail Experts

In today’s always-on, digitally connected world it can be easy to overlook the role played by physical mail in business. The convenience and immediacy of email and instant messaging drives massive usage growth across these channels, but the fact remains...

Employee Engagement is the Key to Strong Customer Experience

I’m thrilled to be a judge at the 2017 UK Customer Experience (CX) Awards, and I’m looking forward to seeing for myself the accomplishments of these finalists, who are leaders in the field of CX. The finalists will be making a...