Category: Customer Experience

Black Friday/Cyber Monday: The True Test of Customer Experience

The Black Friday and Cyber Monday offers are no longer restricted to two days only; retailers capitalise on the opportunity a week or even two weeks before tempting consumers with bargains. In 2017, £1.4billion was spent on online sales in the UK on Black Friday which...

Getting to Grips With Black Friday Fever

Retail is notoriously competitive with busy shopping periods like Black Friday and Christmas sales sorting the winners from the losers. Leaders across both online and in-store retail are well aware that providing the best customer experience possible, even on the...

Seven Steps for a Successful Black Friday

This Friday will see retailers both online and on the high street begin their Black Friday sales, although some stores have already started a Black Friday Week.   An event that has been carried across the sea from the US, Black...

Five Tips to win Loyal Customers this Black Friday

Black Friday and Cyber Monday (BFCM) are now well established, and for retailers have become one of the most anticipated events in their calendar. The potential not only for a large spike in traffic, but also for customer engagement, is...

CX Stars Align in Amsterdam for the First International Customer Experience Awards

The inaugural International Customer Experience Awards have taken place in Amsterdam, with the UK’s Holly Private Hospital taking home the first ever Overall Winner title. Hundreds attended the event in the Dutch capital, where shortlisted finalists competed in 17 categories by...

How Social Proof Helps Retailers on Black Friday

It’s that time of year again. As Cyber Week is upon us, retailers up and down the country are anticipating crowds of shoppers on the hunt for bargains. Let’s look at a typical online customer journey this week. Savvy shoppers...

Customer Service Transformation: 10 Steps to Heaven

Now there are three steps to heaven Just listen and you will plainly see And as life travels on And things do go wrong  Just follow steps one, two and three The above lyrics come from Three Steps to Heaven, a 1960 chart-topping song recorded...

Gatwick Gets it Right: A CX Story

As a professional working in the Customer Experience field, measuring customer satisfaction and exploring the link between employee satisfaction and the satisfaction of customers, I come across many examples of times when companies get things completely wrong. Some companies go...

The Five Habits of Highly Effective CX Professionals

There are five key habits that successful CX professionals have in common, according to the newly published State of Customer Experience 2018 report. The study is one of the most comprehensive global surveys of CX practitioners and was carried out by Confirmit in...

SAP/Qualtrics Deal Means ‘Groundbreaking new Frontier’ for Experience Management

SAP SE, the German business software company, has agreed to purchase online sentiment tracking firm Qualtrics International Inc for $8 billion in cash. Europe’s most valuable tech firm is set to strengthen its customer relationship management (CRM) software offering thanks to the deal...