Category: Customer Experience

Glass Act: How Autoglass has put Customer Experience at the Heart of the Business

With over 1,000,000 customers, Autoglass repair or replace any type of glass on any make, model, or age of vehicle. A part of the Belron Group serving nine million customers a year in 31 countries, they are committed to customer...

Get Ready for These CX Trends

The Customer Experience industry is changing at an unprecedented pace and businesses must prepare for dynamic developments throughout the year. Here are the major trends shaping the industry in 2018 in order to help businesses to understand the current challenges and...

Employee Feedback: Are you Listening Carefully?

Feedback tools are part of a growing industry within the HR technology world that is enabling the possibility of real-time feedback. Gone are the days of the annual engagement survey which often took several months to return any results or...

Ian Golding Joins CXM in Influential New Role

International Customer Experience (CX) consultant Ian Golding has joined Customer Experience Magazine as a Non-Executive Editor, bringing with him a wealth of industry experience, knowledge, and ideas to benefit the CX community in the UK and beyond. Ian, who leads the...

I Trained as a Dancer…How did I end up a Qualified CX Professional?

I am not usually one for looking back and reflecting, as there is too much to be had from life, with plenty on my horizon. However, having recently studied for – and passed – my CCXP exam, I have paused to...

The Data Scientists in the Shadows

Data scientists are increasingly sought after, with companies paying a premium to attract individuals with analytical, statistical, and technical skills to use a range of technology to improve overall Customer Experience. As important as these individuals are, there is another overlooked...

Banks Reinvent to Remain Relevent in Digital Landscape

Banks are springing into action as the battle for the customer intensifies; according to the recent UK Customer Satisfaction Index, financial services firms have made significant improvements, in comparison to previous years. Banks and non-traditional financial institutions are shifting their focus...

Fly High with Three Steps to Great Customer Communication

Thousands of flights were cancelled when British Airways suffered an IT failure at the start of last summer. One of the biggest criticisms from customers was that they were unable to get hold of information, with many instead forced to...

Customers Spooked by ‘Ghosting’ Retailers

Being ‘ghosted’ by retailers after making a purchase online is one of the biggest bugbears for UK customers, according to new research. A survey of nearly 3,000 UK consumers by Narvar and YouGov found that ‘ghosting’ – seemingly being abandoned by...

B2B CX Plan: The Essentials

Does your company have a Customer Experience strategy? It should. Customer-savvy companies, especially those in the B2C world, are mapping out their customers’ experience and creating strategies to enhance every interaction, from initial contact to sales and service. However, B2B companies...