Category: Customer Experience

Delivering CX…With Your Deliveries

Experience is everything for the digitally empowered customer, and delivering online goods from factory to front door is an integral part of the sales experience.  Getting that delivery function right means frictionless online sales that will ultimately result in a...

Saving the Great British Pub Through CX

For generations, pubs have been at the heart of community life in the UK; our TV soap operas revolve around fictional, but iconic, locals: The Rover’s Return, The Queen Vic, and The Woolpack. These exist at the hub of community...

Beating the Great British Queue With Technology

In today’s age of instant gratification, consumers are used to getting what they want, when they want. Every interaction we have with a brand is expected to be quick, seamless and personalised for our convenience. Despite this, the average Briton can spend...

Mövenpick Ibn Battuta Gate Appoints new General Manager

Mövenpick’s Ibn Battuta Gate Dubai has appointed a new General Manager to oversee the five-star hotel.Ian Rydin, originally from Sweden, has three decades of expertise in the hospitality industry where he recently served as the General Manager and District Director...

Great Expectations: How Experiences With Customer-Centric Companies Shape our Standards

New technologies are transforming businesses at a rapid pace and elevating the services on offer to consumers. In the past ten years alone, the way consumers select and receive services has changed dramatically thanks to developments in Artificial Intelligence (AI) and...

What do Amazon and Social Housing have in common? It’s the customer

The very nature of social housing means customer service in the sector can be a more complex affair than in others. In a market which spans local authority homes and independent housing associations, what is the benchmark for customer experience...

Trust through transparency: how marketers can take advantage of GDPR

The one-year anniversary of the European General Data Protection Regulation (GDPR) is now fast approaching.  Since its introduction in May 2018, we as a nation have become more ‘data aware’ than ever before. The maximum fine for not complying with...

Make Sure your CX is Switched on During the Big Switch-Off

In 2015, British Telecom (BT) announced it would be switching off the UK’s legacy PSTN and ISDN networks by 2025, forcing all customers to shift to IP-based VoIP (Voice Over IP) and SIP (Session Initiation Protocol) telephony services. Rather than...

Doubts Among Mid-Size Call Centres on Meeting Customer Needs

A majority of European mid-sized call centres understand the advantage in a connected customer journey, but only 14 percent are confident in meeting current and future needs. That is one of the findings published in a new independent research study conducted...

Warning for Brands as Customers Ready to Walk After Bad Experience

Brands in the UK and the rest of Europe are failing to meet expectations in Customer Experience, and it’s having an impact on customer retention, a new study has warned. The findings are contained in the Experience Index Report from Adobe, which surveyed over...