Category: Customer Experience

Achieving Success in an Omnichannel Environment

What does omnichannel mean for you, and for your business? If you’re grappling with omnichannel, it’s likely that you’ll be trying to: reduce effort for your customers deliver an excellent customer experience use customer data intuitively and with respect make your organisation more agile and...

Five Trends Driving Omni-Lingual Support in Contact Centres

The rise in digital technologies has broadened communications channels at a rapid pace – generating new ways of connecting with customers. Simultaneously, brands are striving to deliver the best customer experience (CX) and are increasingly looking to enable positive interactions...

Rate Your Customer Experience Progress: How to Avoid Failure?

If you have tried repeatedly to get a focus on customers, customer loyalty and customer profitability inside your organization with less than stellar results, you’re far from alone.  Most companies jump in without evaluating how the organization works together, whether...

PHOTOS: Deliveroo Has Moved Into a Swanky New London Office with a ‘Centre Court’

Food delivery firm Deliveroo has moved into a new global headquarters in London as it transitions from being a small startup into a more serious corporation. The 55,000 square foot office on Cannon Street in the City of London — a part of...

Who Are the Providers of the Worst Customer Experience?

The much-maligned sectors are getting worse at treating customers well. Airlines and firms providing broadband and TV packages did more than any other sectors to damage their reputations over the last year through poor customer service and increasing complaint levels. The...

Reconsidering the Customer Experience

Omnichannel has dominated both strategic thinking and technology investment for the past decade. But to what end? Not only have the majority of organisations failed to achieve omnichannel objectives, including the single customer view, but only a handful consider omnichannel...

Stop Being “Customer Focused”. Be “Customer Value Focused” Instead!

Almost everyone in business will be familiar with the powerful reasons for being concerned about reducing the customer churn rate – because it is far more expensive to gain a new customer than it is to keep an existing one....

Tesco Takes on Amazon with Same-day Delivery Across UK

Tesco is launching a same-day delivery service across the UK to compete with online retail giant Amazon. The UK’s biggest supermarket chain already allows customers in London and the South East to order groceries for same-day delivery. Now it says it will...

EXTENDED READ: ‘Anyone But British Airways’: Turbulent Times at The Nation’s Flag Carrier

Buffeted by computer meltdowns, strikes and — gasp! — the end of free G&Ts, can “the world’s favourite airline” soar again? James Anderson used to look forward to jetting off every July or August on British Airways. Like many of us,...

Deutsche Bank’s UK Office in The City Now Has Far Eastern Owners

A marquee commercial property in the City of London currently housing the UK headquarters of Deutsche Bank has been acquired by a Hong Kong-based private family office for £32.4m. Garden House, which sits near the Bank of England in the Square...