Category: Customer Experience

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...

If You Want to Deliver Great Experiences, Start With Your Org Design

In today’s information age, a great user experience and digital transformation are becoming critical to an organisation’s success and ability to remain competitive.  In a recent study by IDC, “84 percent of respondents are already digitally transforming or planning to digitally...

Retailers in the Dark about Late-Night Shoppers

Night-owl UK consumers are indulging in evening shopping more than ever before, with 26 percent making their online purchases after 8.30pm. Perhaps driven by the pressures of hectic schedules and long working hours, more and more people are shopping online...

The Countdown Begins for the CX Awards 2017

The champagne is on ice and all eyes are on London’s iconic Wembley Stadium for the UK Customer Experience Awards 2017. The ceremony on September 28 will bring together the cream of the UK’s customer service talent for a celebration of...

10 Tips to Get the Most Commercial Value from Your Award Win

With the deadline fast approaching for the Gulf Customer Experience Awards, the Gulf Digital Experience Awards, and the Gulf Employee Experience Awards, Mark Hamill, the Managing Director of Awards International UAE, offers advice on making the most of an organisation’s...

Helping Customer-Centric Culture Take Off and Soar in Multi-National Organisations

Sonia Bhatia Salmin has, for the last three years, been responsible for the gargantuan task of implementing a customer-centric agenda in a pharmaceutical company that stands among the top 100 on the planet. As Head of Customer Experience at Mumbai-based Piramal...

Top News From Our Clients

The freshest news from our loyal clients participating in the UK Customer Experience Awards, UK Employee Experience Awards and the Complaint Handling Awards.       1. Webhelp acquired, a French company, GreenPoint making them a key player in RegTech BPO.      2. Huthwaite helped...