Category: Customer Experience

How Social Proof Helps Retailers on Black Friday

It’s that time of year again. As Cyber Week is upon us, retailers up and down the country are anticipating crowds of shoppers on the hunt for bargains. Let’s look at a typical online customer journey this week. Savvy shoppers...

Customer Service Transformation: 10 Steps to Heaven

Now there are three steps to heaven Just listen and you will plainly see And as life travels on And things do go wrong  Just follow steps one, two and three The above lyrics come from Three Steps to Heaven, a 1960 chart-topping song recorded...

Gatwick Gets it Right: A CX Story

As a professional working in the Customer Experience field, measuring customer satisfaction and exploring the link between employee satisfaction and the satisfaction of customers, I come across many examples of times when companies get things completely wrong. Some companies go...

The Five Habits of Highly Effective CX Professionals

There are five key habits that successful CX professionals have in common, according to the newly published State of Customer Experience 2018 report. The study is one of the most comprehensive global surveys of CX practitioners and was carried out by Confirmit in...

SAP/Qualtrics Deal Means ‘Groundbreaking new Frontier’ for Experience Management

SAP SE, the German business software company, has agreed to purchase online sentiment tracking firm Qualtrics International Inc for $8 billion in cash. Europe’s most valuable tech firm is set to strengthen its customer relationship management (CRM) software offering thanks to the deal...

Online Sellers Failing to use own Data to Improve Business Performance

Online sellers are using e-commerce solutions to gather better data insights, yet many are failing to use it to make better business decisions, new research has found. Whilst 42 percent are using data to improve customer service, only 24 percent are...

Tech Falling Down UK Festive Shopping Lists

UK shoppers plan to spend the most money on their child (£144) or their partner (£133), reserving less than £100 for any seasonal treats they might want for themselves, according to new research. With the average gift shopping budget per person...

Department Stores: Where are They Going Wrong?

As alarming headlines continue to emerge about some of the most established UK department stores, it’s natural that the industry is questioning the future of retail and the place of bricks-and-mortar stores. But is retail as we know it beyond...

Passenger Experience Preparing for Take-Off

Travel experiences are among the most memorable we have, but too often we remember airports for the wrong reasons. Now a leading interior design expert is urging airport operators to change that by learning from the hospitality industry. Chris Radcliffe, head of...

Black Friday: Shoppers Ready to Spend, but Cynicism on the Rise

Almost half of all UK Black Friday customers will be purchasing from Amazon according to new research, that has also found shoppers are becoming cynical about the annual price-slashing event. Salmon, a Wunderman Commerce company, has found that 48 percent of...