Category: Customer Experience

Quiz: How Well do YOU Know Your Contact Centre?

Daniel Ord is the Founder of OmniTouch International, and one of the global Contact Centre industry’s most influential figures.  With over 30 years of experience under his belt, Daniel is bringing his expertise to a wider audience with a new Masterclass...

Emirates Tops UAE Customer Satisfaction Index

Gulf Customer Experience Awards winner Emirates has topped a customer satisfaction index for the UAE, with the airline beating brands including Honda and Apple. The Kuwait-based Service Hero platform collates customer satisfaction data from a wide range of sectors across the...

Customers Frustrated Over ‘Disjointed Encounters’

Two-in-five consumers would consider switching to another retailer after two bad experiences with a brand.  That is among the findings of a study by customer engagement software firm Thunderhead, which surveyed 4,000 consumers in the UK and US to uncover what...

Accelerating Business Through Customer Centricity

Customer centricity is a reflection of our culture, process, Customer Experience, customer friendliness, and customer satisfaction surveys. It is also an association of our product and quality services offered to our long-standing customers. According to recent research, 89 percent of...

Research Offers Insight Into Customer Loyalty

Almost half of UK customers (47 percent) believe it no longer pays to be loyal, according to a new report into consumer attitudes. The research by ELLO Media found that out of 1,000 customers, 57 percent have switched providers in at least one...

A KPI That’s Worth the Effort

Metrics such as the number of completed jobs in a day or decreasing wrench time have always been a staple for measuring field service technician performance. However, these figures don’t provide an understanding of how your customers feel about the...

A Customer Experience Journey Through Time

If you’re reading Customer Experience Magazine, then you’ll be aware that CX is a much talked-about business concept. According to Forrester, it can be defined as “how customers perceive their interactions with your company”. This is a concept with a very long history...

‘So, how did YOU get into the Contact Centre Industry?’

Daniel Ord is the Founder of OmniTouch International, and one of the global Contact Centre industry’s most influential figures.  With over 30 years of experience under his belt, Daniel is bringing his expertise to a wider audience with a new Masterclass...

10 Habits of Customer-Centric Organisations

As businesses strive to become customer-centric, Gartner has identified 10 common habits of organisations exercising customer centricity. Gartner predicts that, by 2020, poor customer experiences will destroy 30 percent of digital business projects. Will yours be one of them? What does...

Arabic Translation for Ian Golding’s Hugely Successful CX Book

The debut book from international CX consultant and CX Masterclass host Ian Golding, which is revolutionising Customer Experience best practise across the globe, will soon be available in Arabic. Customer What? The honest and practical guide to customer experience was released...