Category: Customer Experience

Customer Experience: The Agony and the Ecstasy

Basia Szumska-Hare, a Global client Director at Capita IT Enterprises is a judge at the 2018 UK Customer Experience Awards. It’s been one of those days today, I feel terrible, and it’s all about one of my customers. I won’t go...

2018 UK Customer Experience Awards: Using Insight and Feedback to Drive CX

Tiffany Carpenter is Head of Customer Intelligence Solutions at SAS UK, and is a Judge at the 2018 UK Customer Experience Awards. I’m delighted and excited to be on the judging panel at the 2018 UK Customer Experience Awards, which are taking...

Replicating a Luxury Shopping Experience Online

Buyers of luxury goods are highly discerning; they expect a superior, pleasurable, high-end experience that matches the price tag. That’s why luxury retailers have to differentiate themselves with extremely high levels of service, going above and beyond the average shopping...

Celebrating CX Day 2018

CX Day 2018 sees the country join in worldwide celebrations of outstanding Customer Experience, ahead of a huge month for British events including the annual UK Customer Experience Awards. The global scheme is championed on Tuesday October 2 by the Customer...

Boards Looking at IT to Improve Customer Experience

New research has shown that boards are not only looking at Chief Information Officer’s (CIOs) to address operational efficiencies and IT performance, but are also focused on how they can become more customer-centric. The Harvey Nash/KPMG CIO Survey of 1,200 UK CIOs...

Creating Global Customer Personas in Seven Steps

Creating personas is extremely useful in helping businesses understand their customers better, as well as giving them a shared view of customers across the organisation. So, it’s well worth spending time doing research and gathering as much information as possible...

Bored of Black Friday?: The Rise of Relevancy in Price Wars

Success on Black Friday rests on one key piece of wisdom: know your customer. Previously, the most attention-grabbing part about Black Friday promotions was time-limited amazing bargains. However, now there are signs that some consumers are getting bored of the...

CX and Marketing Tech

Many companies fail to realise the full benefits of their investment in marketing technology – martech. Research suggests that great Customer Experience can bring up to three times RoI for the business, but for most companies this is not a...

Matching Business Growth With Customer Satisfaction

Being part of a rapidly growing company is always exciting, but also exacting. It’s completely normal to feel like there isn’t enough resource to deliver the excellent customer service levels expected of your business. Although this seems like a problem,...

Ask Ian: What Does Awards Success do for my Business?

Customer Experience specialist Ian Golding, author of Customer What: The Honest and Practical Guide to Customer Experience, writes for Customer Experience Magazine, offering his expert insight to help businesses improve their CX offering.  You can also join Ian for the upcoming CX...