Category: Customer Experience

UK Energy Regulator Proposes Price Cap for Poorest Customers

Britain’s energy regulator Ofgem could cap bills for some of the most vulnerable customers and make it easier to switch supplier in response to a government request to set out plans to help customers on the poorest-value tariffs. Utilities have denied...

Londoners in Zone 1 Will Soon Be Able to Order Birthday Cake On-demand

London-based startup, CakeDrop, has launched a new service this week that has corralled some of the capital’s best independent bakeries to provide on-demand birthday cake deliveries to Zone 1 workplaces. The service allows London’s office workers to bulk buy and schedule...

5 Leading CX Influencers Sharing Their Secrets

Just by googling customer experience, thousands of results appear that are a mouse-click away. From the basic definition explaining that customer experience (CX) is the product of an interaction between an organisation and a customer over the duration of their relationship,...

A Customer Experience Expert Tackles Two of the Most Common Mistakes Companies Make

The world is going omni-channel*, and understanding / managing your customers’ cross-channel journeys and usage of ever-proliferating media are at the heart of Customer Experience theory. There are numerous different approaches to map out the current and desired experience that I’ve...

BT Invests in World Class Network Centre of Excellence in Belfast

Last week, following an investment of £1million, BT officially opened a brand new state-of-the-art Network Operations Centre, a secure 24/7 operation where BT proactively manages its customers’ networks. The centre pre-empts and manages customers’ critical communications networks, identifying and resolving network...

It’s Time to Rethink Sentiment Analysis

Positive, negative, neutral. Thumbs up, thumbs down. Smiley face, sad face, neutral face. So straightforward – but so meaningless. Most executives want their customer feedback to be analyzed based on sentiment. This makes sense on the surface. After all, it can...

Internet Retailers Leveraging a Hybrid Approach To Customer Experience

Today’s customer experience comes with high expectations in order to keep up with the latest and greatest products and services. The importance of positive customer experience builds the reputation of a brand, and without the dedication to provide a well-rounded...

Is Your Ego Making Customers Switch Off? Guest Post by Nigel Owen

Picture a room full of strangers at a party you’ve just arrived at, as you walk in there’s one voice you can hear above the rest, bragging about how they have the biggest house, the fastest car, the best job....

5 Tips That Can Make SMS Marketing More Effective for SMEs

SMS marketing is one of those areas that many SMEs and start-ups seem to avoid, especially at the very beginning. The most frequently cited reason for this is annoyance and the presumption that it could irritate potential customers. Not many...

In The Enterprise, Customer Experience Starts With Social

Many companies view social media as simply one part of their marketing strategy – using it to tweet or otherwise share company announcements, comment on relevant news, and distribute company-authored content. But increasingly, savvy businesses are recognizing social media not just...