Category: Customer Experience

Four Methods of Successful Marketing in Challenging Times

The rise of digital has allowed brands to expand beyond the capabilities of traditional marketing and reach consumers in virtually any place, at any time. Yet while the new era opens up a world of possibilities, the ever-increasing complexity of...

Take a Chance on Poor Customer Experience? Mamma Mia, No!

In the midst of the ‘Experience Economy’, where Customer Experience is the key driver of lasting customer relationships and loyalty, many organisations still leave things to chance. Instead, a clear customer strategy is essential to design and deliver coherent, meaningful...

How Digital Transformation is Helping B2B Brands Enhance Customer Experience

As consumers we are used to fast, easy, and convenient digital experiences from the likes of Amazon, Netflix, and Uber. Unfortunately, similar experiences in our B2B lives are few and far between. While many B2B companies now have customer-centric strategies in...

The Eight Disciplines of a Customer Obsessed Culture

Many organisations recognise the need to change the way they do business, embrace customer-centricity, and develop a more compelling Customer Experience. So, what should the ideal organisation look like and what does this mean in terms of leadership priorities and...

Ask Ian: How do I Recover From a Customer’s Online Public Complaint?

Customer Experience specialist Ian Golding, author of new book 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.  To ask Ian a question on...

Future Sight: Understand Where CX is Going at Upcoming Conference

The future of the booming Customer Experience sector is the focus of an upcoming conference in which attendees can gain valuable insight from some of CX’s biggest names. Hosted by Awards International at the Reading HQ of Microsoft on October 3,...

Building a Strong Link Between Brand and Customer Experience

In a recent Enghouse webinar we were privileged to be joined by Kim Bright from LEGO Education who discussed the relationship between their brand and Customer Experience, and how it is interwoven with everything they do. Listening to LEGO and...

Forget the Rear View: Look Ahead for CX Success

Tiffany Carpenter is Head of Customer Intelligence Solutions at SAS UK, and is a Judge at the 2018 UK Customer Experience Awards.   In the ‘Age of Now’, where consumers have more choices than ever and their expectations of brands are higher...

Why Senior Leaders Must be Accountable for Customer Experience

Most senior executives say Customer Experience is central to achieving their strategic priorities, but why do so many programmes fail to deliver on their promise? The answer often lies in a lack of senior leadership championing the CX programme, particularly...

World Cup Fever Fired up Online Retail, Report Finds

Football might not have come home after all, but the World Cup added a kick to recent online retail sales, according to a new report. The latest IMRG Capgemini e-Retail Sales Index reveals a 16.9 percent year-on-year (YoY) growth of retail sales in...