Category: Customer Experience

Diners Hungry for Robo-Restaurants

A new survey reveals that more than half of restaurant customers would eat food made by robots – if it tasted good. The Refuelling Rituals survey – published by London-based international customer experience and branding agency I-AM – states that 56...

A Marriage Made in Heaven: Why Brands and Retailers can Work Things Out

Brands vs retailers – a battle that has rumbled on throughout the ages. They’ve competed for our attention, money and loyalty from the High Street boom of the 1860s through to the golden age of the 1960s. The contest is...

CXM Partners 2019 Call & Contact Centre Expo

Customer Experience Magazine is partnering with the Call & Contact Centre Expo, Europe’s largest and most comprehensive event connecting industry professionals with the tools, techniques, and systems revolutionising the world of customer engagement. Coming to London’s ExCeL on March 27 –...

What the John Lewis Christmas Ad Tells us About Managing Customer Expectations

Winning and retaining customers is a big deal – brands want to paint their company in the best possible light to attract customers, and it shows. Christmas ads are a significant part of large retailers’ marketing efforts. John Lewis has...

Kantar TNS to Develop £2.5m Bupa CX Programme

Leading insight agency and CX specialist Kantar TNS has agreed a new partnership with Bupa UK worth £2.5 million to support the healthcare specialist develop its Customer Experience programme. The four-year contract will see Kantar TNS working across Bupa UK’s insurance,...

Good News and Bad for Tech Firms in Brand Loyalty Index

The 2018 Brand Loyalty Index from Sodexo Engage has revealed that technology brands continue to dominate when it comes to customer loyalty and building those all-important relationships that promote future sales. Promotions and giveaways, alongside product experience, have been the main drivers...

Aptean Unveiled as Sponsor for 2019 UK Complaint Handling Awards

Software solutions firm Aptean has joined the UK Complaint Handling Awards as a sponsor ahead of the 2019 event in the heart of London. The global company, which helps streamline the operations of over 2,500 organisations in 54 countries, has joined...

Ask Ian: Discount Sales – Classy or Kitsch?

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.  To ask Ian a question on how to boost...

Harnessing Psycholinguistics in Customer Communication

When the first World Expo opened its doors at London’s Crystal Palace in 1851, who would have thought that Dubai would be hosting the 2020 event?Back in the mid-19th century, Dubai was an embryonic independent settlement centred around its creek...

The Cost of Passing the Buck: Who is Responsible for Improving Customer Service?

Each day, UK households spend millions of pounds on consumer goods with the expectation that if something goes wrong with the items they buy, or the service they’ve received is not up to scratch, the issue can be easily and...