Category: Customer Experience

Reversing the Decline in UK Customer Satisfaction

Customer satisfaction is at its lowest point since July 2016, according to the most recent UK Customer Satisfaction Index (UKCSI), but what learnings can CX professionals take from the customer sentiment tracker?  The UKCSI is a useful tool for those responsible...

2019 UK Complaint Handling Awards: Winners Celebrate Victory in London

The 2019 UK Complaint Handling Awards have taken place in London, celebrating the people and  initiatives behind some of the best customer service operations in Britain. Hosted by Awards International – holders of an Independent Awards Standards Council Gold Trust Mark – the...

How Gaming can Enhance Customer Experience

For any product or service, a good Customer Experience is essential. We see this in video games, casino, and bingo games. They are designed to ensure that the player will have a great time, remember the game, and as a...

Gift Cards: Can They Save Bricks & Mortar Stores?

The average UK consumer spends £41 more than the original value of their gift card, according to a new study. The UK Prepaid Consumer Insights Study released by First Data found that 34 percent of consumers visit a store they would not...

Building a clear customer experience vision

I recently acted as Chairperson of the judging panel for the Gulf Customer Experience Awards and found it incredibly inspiring to see so many different types and sizes of businesses taking Customer Experience to a whole new level. This event...

Business Stream Awarded Multi-Million Public Sector Contract

UK Customer Experience Awards winner Business Stream has been awarded the YPO framework contract following a highly competitive tendering process. The four year deal is worth up to £62 million and is one of the largest contracts to be awarded since...

Financial Services Failing to ‘Treat Customers Fairly’, Report Finds

Over half (52 percent) of financial services customers feel firms treat consumers unfairly, according to new research. A new report by Voice of the Customer (VoC) pioneers Maru/edr is based on a study into customer treatment in the financial services industry, which interviewed...

How Effective is Your Complaints Procedure?

So, you have an effective complaints procedure in place; you are engaging with customers, finding problems and working through solutions, but just one important question remains: “How well are we doing?” There is, of course, one clear sign of an effective...

Delivering Sales Training: What’s the Best Method?

As we get into spring – a time of rebirth and renewal – now is a perfect time to reconsider and re-evaluate our decisions. Specifically, it’s a great time of year to determine how to spend your sales training budget to...

Why Digital Connectivity is key to Improving High Street CX this Spring

Spring has certainly sprung in the UK and many high street retailers will be looking ahead to how they might refresh and renew their offering to entice customers. The pressure remains high for bricks-and-mortar retailers as well as online brands following...