Category: Customer Experience

Future-Proof Your Customer Experience in 2019

A study conducted this year by Accenture found that two-thirds of large companies currently face high levels of industry disruption. We’ve already seen supporting evidence for this finding: Toys R Us, Homebase, Maplin and Mothercare all went into administration in...

EE Takes Top Spot in UK Mobile Ranking

EE, which won Gold at the 2018 UK Customer Experience Awards, has been ranked as the number one major mobile network in the UK. In the latest mobile benchmarks report from P3, EE earned a grade of ‘very good’ and a score...

Why Retailers Should Rethink the ‘Golden Quarter’

It was the first Friday after Thanksgiving 1961 and the Philadelphia Police Department was having a bad day.  Christmas shoppers were swarming all over town, desperate to bag bargains and causing confusion and crushes at stores across the city. This might have been a Black Friday for the...

Mears Group Appoints New Chairman

UK Customer Experience Awards finalists Mears Group has appointed a new Chairman following the retirement of Bob Holt. The Gloucester firm, which employs over 10,000 people provides support services to the UK’s social housing and care sectors, has named Kieran Murphy as...

Confirmit Joins Rutgers CX Certificate Programme

Confirmit, one of the world’s premier names in VoC research, is lending its considerable influence to a new course educating the Customer Experience leaders of the future. The company – which was a finalist at the 2018 UK Customer Experience Awards...

CX in 2019: What to Expect as new Trends Emerge

“We put our customers at the heart of what we do!” This was the war cry of 2018 from the marketing community. Marketers and CX practitioners claimed that a customer-centric approach was their key focus. However, a recent Forrester Opportunity Snapshot...

SearchFlow: Transforming Challenges Into Exceptional Customer Experience

With not one, but two UK Customer Experience Awards under their collective belts, conveyancing search solutions experts SearchFlow clearly know customer-centricity and how it positively impacts a business. The firm won Gold for Best Contact Centre – Small at the finals...

The Human Touch: How Well do you Know Your Customer?

Is the increase in martech spend at the cost of Customer Experience? There’s a growing challenge in marketing that we’re not speaking about nearly enough. For all the investment brands are ploughing into technology to increase capability and visibility, many still...

O2’s Pilot Will Boost London Network Ahead of 5G

UK Customer Experience Awards winner O2 is making progress on improving connectivity at two of London’s busiest transport stations. The communications giant is working with Nokia on two Massive MIMO trials at Kings Cross and Marble Arch stations, aimed at enhancing connectivity...

Backlash Against Chatbots Begins

One-in-five in UK consumers are desperate for brands to ditch chatbots and live online interactions with Customer Experience representatives, according to new research. In what should be a wake-up call for organisations, the research by Acquia, nearly half (45 percent) of...