Category: Customer Experience

Data’s the way to do it: Enhancing CX in a Digital World

Today’s businesses operate in an overwhelmingly digital world, and every customer interaction, whether over the phone or online, generates data. This data can then be added to all the other information a business has gathered from their customers through their...

Why AI is key for Banks to get Ahead of Customer Expectations

It’s no secret most businesses are playing catch up with their customers. Most organisations have a Customer Experience strategy in place, but our research reveals just 14 percent feel they are ahead of the market’s expectations.  The banking sector in...

Ask Ian: Gold Standard Advice from Customer Experience Kingpin

Customer Experience specialist Ian Golding, author of new book Customer What: The Honest and Practical Guide to Customer Experience, today begins a new feature in Customer Experience Magazine, in which he offers his expert insight to help businesses improve their...

Three Ways AI can Improve Customer Experience

In an increasingly fluid retail marketplace, where purchasing continues to shift from the physical to the digital, companies both big and small must look for new ways to differentiate their brands, build loyalty and keep their customers coming back for...

Billing Issues: Time for Tech to Save Telcos

Billing and accounting errors have become disappointingly normal for the telco industry; a recent study from software company Brite Bill found that a substantial proportion of complaints about telecoms operators were due to billing and contract issues, with billing issues...

Customer What?: Exclusive Excerpt from new Book by Ian Golding

Customer Experience professional consultant Ian Golding is well known to CXM readers thanks to his role as a Non-Executive Editor and a CX Masterclass leader, but his influence is expanding dramatically with the recent publication of his first book, Customer...

How Gamification Benefits Customer Experience

We’ve all played games in our lives, starting when we were very young. Those first games helped us learn how to follow rules, how to be respectful, and how to motivate ourselves to learn and to advance—because winning, of course,...

Sorry Boomers, Millenials Really do have it Tougher in Finance

Are millennials – or as they are also known, Generation Y – really that bad with money? They are often labelled as being frivolous with cash and marketers try to capitalise on this. However, Manchester-based Freedom Finance has carried out...

The Fundamental Point Missed When Improving Customer Experience

The successful rise of tech-first companies such as Amazon and Uber have taken service delivery and Customer Experience to new levels. This has bought into stark focus the quality of service provided by longer-established companies. Customers now expect the same high...

Customer Service Quality: Are you Overestimating Yours?

Aligning consumer expectations of what constitutes good customer service with what is realistically deliverable has always been a delicate balancing act. But new research, carried out by Arvato in the USA, suggests that the gulf between the two may be...