Category: Customer Experience

The Miracle at Boots – Why Babies and Comedians Are Good for Your Customer Experience and Episode 1 of BAT17

For those who have read my last couple blogs you will know that this Friday we launch BAT17 the conference in your pocket. (BAT17 is short for Behaviour & Technology in Customer Experience by the way.) You will also know...

5 Ways to Leverage Customer Experience Awards and Boost Your Business

If you are a customer-facing company, it makes sense that boosting your reputation for customer satisfaction will increase your bottom line. And research shows that customer service is the most important factor in retaining customers, with people four times more...

Three Ways to Create a More Targeted Marketing Strategy

Building and creating optimised digital experiences have been the focus of marketing teams since the early days of the internet, yet the focus has always been on the execution of marketing programs rather than the consumer. The key performance indicators...

Can Digital Communication Ever Replace Human Interaction?

Reuben Singh, founder of alldayPA, the UK’s largest telephone answering services for SMEs and entrepreneurs, looks back on National Conversation Week by sharing his experience of how the industry has changed and why human interaction is more important than ever, despite...

Contact Centre Data Holds the Key to Boosting Customer Satisfaction

Customer service has become a key differentiator for brands, and as a result more businesses are integrating their digital and traditional contact channels to help deliver a more seamless service. Indeed, our latest Outsourcing Index found this to be the...

How Intu Are Revolutionising the Destination Shopping Experience for Consumers

In the latest in my series on CX leaders, I caught up with Customer Experience Director at intu, Roger Binks to hear how their focus on customer is driving positive change. With 400 million customer visits and over 35 million unique...

Extensive Read: Building the Business Case for CX in a Compelling Way!

The Customer Experience community desperately needs the ability to effectively measure its impact on company performance, way better than it currently can. CX strategists are continually reporting incredible potential but take up, although increasing, is nowhere nearly rapid enough. One CEO told...

New Look and Their New Initiative ‘Service Basics’

The well-known UK fashion store, New Look, was the winner of the CXA Customer Centric Culture award in 2016 for their amazing implementation of a holistic and company-wide restructure towards better customer service. As something quite new to the fashion and...

Infographic: The Evolution of In-Store Customer Experience from 1800 to 2050

A new study that analyses the history of in-store customer experience and anticipates how the store of the future will look has been released. Carried out by Mood Media, global leader in elevating customer experience, the research highlights retail innovations...

From Neverland to Wonderland: The Journey to B2B Omnichannel

Walt Disney may not be regarded as the godfather of Customer Experience (CX), but his 1956 rallying call to Disneyland staff is perhaps an early pencil sketch. “Whatever you do,” he said, “do it so well that people will want...