Category: Customer Experience

The Role of the CTO in Customer Experience Excellence

There was a time when the role of the CTO was mainly concerned with the provision of internal resources. However, with the rise of digital transformation, it has developed into a more customer-centric position, intrinsically linked to achieving Customer Experience...

Perfecting the Black Friday Customer Journey

Black Friday is a competitive time of year, but also one filled with abundant opportunity. As consumers prepare to snap up plenty of pre-festive bargains, the opportunity for brands to promote and sell their products is endless. Black Friday online...

Fixing Broken Processes in the Contact Centre

Go back little more than a decade and most contact centres followed the traditional model of being office-based with headphone-wearing operators packed together like battery hens answering fixed line phone calls on weekdays between 9-5. This version of the contact centre effectively...

CX: Harnessing the Human Factor

Phil Durand is Director of CX Management at Confirmit and  judged at the 2018 UK Customer Experience Awards. Perhaps the most telling observation from judging at this year’s Customer Experience Awards is that passionate and personal accounts from CX professionals made...

Independents on the Rise: What They Must do to Earn Customer Support

The best thing to come out of this summer’s World Cup – aside from a renewed confidence in a habitually underwhelming national football team – was the boost that England’s good tournament run gave to the British retail sector. As...

Artificial Intelligence: The Key to Improving Customer Experience

I was honoured to be asked to judge at the 2018 UK Customer Experience Awards, which were recently held at London’s Wembley Stadium. Research by Gartner predicts that businesses will start to compete more on Customer Experience than price, so the...

Clothes2order’s Pride in Achieving UK Customer Experience Award

Personalised clothing company Clothes2order.com has won a Silver honour at the 2018 UK Customer Experience Awards. The Trafford Park-based business earned the award in the Customers at the Heart of Everything – Customer Satisfaction category. Marketing director Simon Turner and manufacturing operations manager Adam...

AkzoNobel’s Ali Lawri: CX Professional of the Year

The CX Professional of the Year title has been awarded to Alison Lawri of paint and coatings firm AkzoNobel at the 2018 UK Customer Experience Awards. Alison – or Ali to colleagues – is Head of Customer Experience, Quality & Continuous...

Business Stream: Another Successful Year for Water Supplier

Water Supplier Business Stream has been crowned in the Best Utilities category at the 2018 UK Customer Experience Awards. Known – for good reason – as ‘The Water Experts’, the Scottish Water subsidiary returned to Wembley Stadium following their success at...

Liquid Gold: Affinity Water’s Award-Winning CX Overhaul

A ‘revolutionary’ revamp of customer interactions has helped Affinity Water win a prestigious UK Customer Experience Award. The water supplier attended the Wembley Stadium event and presented to judges on ‘Project Revolution’, an initiative that is moving the brand from a...