Category: Customer Experience

Overreliance on Tech and Discounts are no Substitute for Customer Experience

Looking ahead to some challenging conditions in 2019, retailers will need to address two flawed strategies: discounting and an over-reliance on technology at the expense of customer service. What used to be one off days like Black Friday and Cyber Monday...

Five essentials for a world-class customer experience programme

I’ve been reflecting on what successful CX leaders we partner with at Medallia are doing, and have identified five key actions to ensure a world-class customer experience programme. 1. Start with the end in mind Visualise where you want to be at...

Customer Experience: Where Will 2019 Take Us?

UK Customer Experience Award winner Feefo has revealed its top five CX predictions for 2019. The firm is a leader in reviews and customer insight technology, and last year won Silver in the Best use of Insight & Feedback – Solution or...

Rugby Team Scores With CX-Style fan Engagement

A Reading-based rugby club is reconnecting with supporters after pioneering a ‘fan experience’ similar to the Customer Experience initiatives that have revamped the fortunes of firms across the globe. London Irish RFC, which was founded in 1898 by Irish expats, currently shares...

Programmatic Marketing: Beyond the Numbers

With the range of innovative technology at marketeers’ fingertips, now more than ever it’s possible to follow a customer’s online and offline footprint to create truly bespoke communications. However, the devil is in the detail, and bad channel orchestration often...

Five key Aspects of Service Design

This article is co-authored by Amjid Rasool, Head of Service Design at Tesco Bank, and Paul-Jervis Heath, Founder of Modern Human.      In 2017, we embarked on a redesign of how the bank handled complaints. From the work we identified what we...

Drone Danger: How Airports can Minimise Chaos for Customers

In recent weeks, drones have caused significant disruption at two of the UK’s major airports, Gatwick and Heathrow, halting operations and causing chaos for customers. Reported sightings of drones at Gatwick in the run-up to Christmas, one of the busiest times...

Zurich Becomes First Insurer to Offer Sign Language Service

2019 UK Complaint Handling Awards finalist Zurich has announced a new sign language service for deaf and hard-of-hearing customers. The firm, which has its UK headquarters in Whiteley, is partnering with British Sign Language (BSL) Online Interpreting Service SignLive to introduce the...

Understanding and Maximising the Power of Customer Experience

Customer Experience Management holds increasing potential for organisations wishing to differentiate themselves, but without a cohesive strategy long-term CX improvement is almost impossible. Synergy Consulting’s business assessment and 13-part proprietary CXM Maturity Model works hand-in-hand to establish enterprise readiness, and...

Five Simple CX Improvements to Make Today

Customer expectations have changed; by 2020 it’s predicted that Customer Experience will overtake price and product as the key brand differentiator. Consumers are on the hunt for ease, simplicity, and fast-paced results and assume there’s always a better way to access...