Category: Customer Experience

CX Excellence Report: Challenger Banks and Cosmetics Favourite Bucking Negative Trends

Customer Experience in the UK has shown little sign of improvement in the last year, according to the latest analysis by KPMG Nunwood in their Customer Experience Excellence (CEE) report. However, whilst consumers generally felt their experiences with British brands were ‘average’...

Listen up! Brands Ignoring Voice of the Customer, Research Reveals

While over three quarters (78 percent) of brands now measure customer satisfaction, most admit to failing to get real business insight from listening to the Voice of the Customer (VoC), according to new research. The findings from AI chat firm Eptica...

Personalised Pricing Sways Supermarket Shoppers

New research has revealed that targeted discounting (otherwise known as personalised pricing) that offers regular discounts on a proportion of products that a shopper regularly buys, can have a substantial effect on where people focus their supermarket shopping. The findings from Go...

Peak Season Priorities

Black Friday and Cyber Monday have evolved into two of the most significant ‘event’ days in the retail calendar and, due to their success in driving customer participation, have morphed into anything from ‘Black Five-day’ or, as I recently read,...

Ecoscheme Joins 2019 UK Complaint Handling Awards as Sponsor

Bespoke complaint management firm Ecoscheme is joining forces with the UK Complaint Handling Awards for their 2019 gala ceremony in London. The annual event, which is hosted by Awards International, is the UK’s premier celebration of the best in British customer...

The Role of the CTO in Customer Experience Excellence

There was a time when the role of the CTO was mainly concerned with the provision of internal resources. However, with the rise of digital transformation, it has developed into a more customer-centric position, intrinsically linked to achieving Customer Experience...

Perfecting the Black Friday Customer Journey

Black Friday is a competitive time of year, but also one filled with abundant opportunity. As consumers prepare to snap up plenty of pre-festive bargains, the opportunity for brands to promote and sell their products is endless. Black Friday online...

Fixing Broken Processes in the Contact Centre

Go back little more than a decade and most contact centres followed the traditional model of being office-based with headphone-wearing operators packed together like battery hens answering fixed line phone calls on weekdays between 9-5. This version of the contact centre effectively...

CX: Harnessing the Human Factor

Phil Durand is Director of CX Management at Confirmit and  judged at the 2018 UK Customer Experience Awards. Perhaps the most telling observation from judging at this year’s Customer Experience Awards is that passionate and personal accounts from CX professionals made...

Independents on the Rise: What They Must do to Earn Customer Support

The best thing to come out of this summer’s World Cup – aside from a renewed confidence in a habitually underwhelming national football team – was the boost that England’s good tournament run gave to the British retail sector. As...