Category: Customer Experience

Reimagining the Shopping Centre Experience at Touchwood

A recent PWC report highlighted that 2018 saw the largest ‘net loss of retail stores’ on the high street. We are consistently hearing about a retail ‘crisis’, and how difficult trading conditions suggest the high street is in demise. Our...

Ask Ian: How do I Spot Weaknesses in my Touchpoints Before my Customers Do?

Customer Experience specialist Ian Golding, author of Customer What: The Honest and Practical Guide to Customer Experience, writes for Customer Experience Magazine offering expert insight to help businesses improve their CX offering.  To ask Ian a question on how to boost the Customer...

Sun Shines on CX in Travel Industry, Feefo Reveals

UK Customer Experience Awards winner Feefo is revealing good news for the travel industry, with a new study showing 70 percent of UK holidaymakers believe a good experience is provided by companies. The reviews ands customer insights firm, which won Silver in...

Firms Failing to Turn Customer Centricity Talk Into Action

New research reveals that over 80 percent of businesses are talking about the benefits of a customer-first approach, but few of these are turning talk into action. A global research report from Optimizely that surveyed over 800 purchasing decision-makers from marketing, product...

Dubai to Host Forum on CX in Cinema

The next generation of Customer Experience on offer in the cinema industry will be the focus of a conference in Dubai this autumn.The second MENA Cinema Forum will bring key industry players together in Dubai on October 22nd – 24th,...

Conquering Connected Commerce

Consumers are hoping for high levels of choice, convenience, and recognition in modern, omnichannel shopping. To truly offer an omnichannel experience – selling anywhere, fulfilling anywhere, and engaging anywhere is essential, as is elevating customer service and interactions to create...

Capgemini to Steer EDF Energy CX Transformation

Capgemini, the digital transformation firm behind major wins at the UK Customer and Digital Experience Awards, has signed a contract with EDF Energy to revamp its CX offering. Through its cloud contact centre solutions brand, Odigo, Capgemini will offer a Contact-Center-as-a-Service (CCaaS) solution, as part...

Expectations Exceeded at the CX Professional Masterclass

Professionals from across the UK and further afield are continuing to develop their Customer Experience skills thanks to the guidance of renowned CX consultant and author Ian Golding at the CX Professional Masterclass. The most recent two-day course took place in...

How the UK can Take Customer Experience to the Next Level

Customer Experience is a global movement – across the world, an increasing number of companies are understanding the business case for focusing on the customer, and are seeking the right tools to achieve this goal. Some countries have, however, reached...

Customer Experience: It’s Personal!

Anyone who has booked a flight recently will have likely noticed the level of personalisation creeping into their travel experience. Even before you’ve settled on timing or your destination, airlines are tapping into your intent, with some shrewd speculative interventions....