Category: Customer Experience

Why it’s Time to Treat Personalisation as a Product

Personalisation is now firmly engrained in every marketer’s vernacular. From the simple ‘salutation’, right through to more complex behavioural tracking for subsequent ‘predictive offers’, but despite great inroads in data and technology capabilities that can drive relevant and personalised experiences, many brands...

Gulf Customer Experience Awards 2020: Entries now Open

The Gulf Customer Experience Awards will return to Dubai for 2020 in a new-look ceremony that will celebrate the very best CX strategies in the region.Hosted by Awards International, the 2020 finals event will take place in Dubai’s Conrad Hotel...

Why Study Applied Customer Experience at Pearson Business School?

Whether you’re looking for a qualification to validate your existing experience in the field, or you’re starting out in a CX role and want to attend a course to help establish your career, the Applied Customer Experience Course could be...

Warning for Finance and Utilities Over Growing Customer Satisfaction Perception Gap

UK financial services and utilities businesses are underperforming when it comes to complaint handling, despite their growing belief that customers are satisfied with their performance. That is according to Huntswood’s Complaints Outlook 2019 report, which combines research from financial services and utilities firms...

Learning From the Best at the CX Professional Masterclass

Another group of passionate Customer Experience professionals has benefitted from a Masterclass with world-renowned consultant and author Ian Golding. Held this month in the Stevenage Business & Technology Centre, the CX Professional Masterclass saw attendees from across the UK attend the...

Busting More Customer Experience Myths and Misconceptions

As CX professionals, it’s our job to understand and predict the needs of customers and to present experiences that fulfil those needs. Unfortunately, the reality of our role is rarely so simple. According to a study from Bain & Company, 80...

2019 UK Customer Experience Awards: Finalists Revealed

The finalists in the 2019 UK Customer Experience Awards have been announced, with some of the UK’s best-known brands preparing to compete for glory in London’s Wembley Stadium this autumn. The gala event – which this year is marking ten years of celebrating the...

People, Peaks and Personality: Getting Recruitment Right in Contact Centres

Recruitment has never been an easy task, regardless of which industry is facing the challenge. Difficulties in finding the right people, at the right time, with the right skills, is something all organisations encounter. One such industry is contact centres....

Measuring the Always-Connected Customer

Today’s consumers want it all – freedom to research purchases using any device (66 percent), the ability to visit stores if the internet doesn’t meet their needs (49 percent), and personalised advertising offers (26 percent) – all as part of...

Retail Urged to Prepare for Majority Digital Future

Online shopping will account for more than half of all of retail sales within the next decade, a new report predicts. Commissioned by law firm Womble Bond Dickinson (WBD), The Digital Tipping Point claims a growth from the current rate of 19 percent...