Category: Customer Experience

Cheers to new Virgin Wines Partnership with Natterbox

UK Customer Experience Award winner Natterbox is set to help Virgin Wines create a more personalised service for its users. Part of the wider Virgin family – which has itself enjoyed UK Customer Experience Awards success in recent years – Virgin...

Rekindling Customer Loyalty in a Multi-Channel World

Endless queues, stock shortages, and unmasked frustration: this is a sight which has been all but erased by online shopping. Gone are the days when customers would have to worry about closing hours; now customers are only a click away...

Is Your Focus on Yourself or Your Customers?

We often oversimplify what we believe a customer’s need is, often due to the fact that many organisations view customer needs through an internal lens. “Because we sell widgets, our customer must need widgets. Our customers must want them to perform reliably, have...

Five Ways Retail Will Fight Back in 2019

Retail disruption is now a market ‘given’ and many think that the future is starting to look brighter.  Why? Because winning retailers are grasping the technology to innovate; enabling them to develop new business models, drive operational efficiencies, and improve Customer Experience....

Beat the Chatbot Backlash by Striking a Balance

Forrester has predicted that this is the year “the backlash against chatbots will begin”, but you could say that it has already begun. Headlines painting chatbots as a disappointment, and articles highlighting the funniest chatbot fails are easy to find, yet implementation isn’t...

Neural Machine Translation and Native Customer Experience

In this digital age, an increasing number of brands are expanding internationally and attempting to reach new customers and audiences across the globe. The necessity of being able to speak to these consumers in their own language is more vital...

OBE Honour for Cranfield School of Management Director

Professor Lynette Ryals of Cranfield School of Management has been awarded an OBE in the New Year’s Honours List for services to Higher Education. Cranfield School of Management works alongside Awards International to ensure the scoring process at events including the UK...

Mike Wittenstein: No Size Barrier to CX Success in 2019

Mike Wittenstein is Customer Experience Designer and Strategy Consultant at StoryMiners, one of the world’s first CX Design firms.  A true CX pioneer and one of the USA’s most dynamic innovators in the field, Mike recently lent his considerable talents to the judging panel at the International Customer Experience Awards in Amsterdam.  CXM World caught up with Mike to discuss a range of topics, including how CX staff can reap success...

Get Ready for the Gulf Customer Experience Awards

A new year has dawned and with January comes the countdown to the finals of the Gulf Customer Experience Awards. The annual event is celebrating its fourth year in 2019, and continues to be the Middle East’s premier platform for honouring...

Replaced by Robots?: How Adaption by Customer Service Staff can Prevent a Takeover

Technologies such as artificial intelligence (AI) are regularly hailed as the future of a more personalised and responsive approach to customer services. However, their emergence as a realistic option for a wide range of businesses has raised fears over threats...