Category: Customer Experience

Growing Global: Bicester Village a Microcosm of Global CX

Nan Russell, Head of InMoment’s Global Centre of Excellence, discusses the impact Chinese consumers are having on the European Customer Experience. At an iconic British rail station in the heart of London, an announcement for a train bound for a...

Door-To-Door Is No More

A knock at the door, usually just as you’re sitting down to eat dinner with the family. You open it and it’s someone trying to sell you a new gas and electric package, a new TV and internet service, solar...

How Artificial Intelligence Can Be a Customer Experience Game Changer

Speed and agility are everything in today’s ultracompetitive digital economy. The faster companies are able to launch new online services and mobile app updates, the better their chances of outperforming their rivals and keeping pace with the ever-changing needs of...

The “Seven Deadly Sins” of Customer Experience Transformation

Harald Fanderl, a partner and global leader of the Customer Experience group in McKinsey & Company’s Marketing & Sales Practice, talks about how to avoid the key pitfalls in implementing a customer experience programme. Customer experience (CX) has emerged as something...

What Practices Are the Game-Changers in User Experience?

In the customer service environment front-line advisors should be fully equipped, not only in terms of product, systems and service knowledge, but in their “EQ” or ‘emotional intelligence’ which can make a dramatic difference to the user experience. Today’s contact centre...

Why Customers are the Beating Heart of Businesses

There’s a good reason why the old adage ‘change is good’ still rings true. It keeps us on our toes, enables us to re-invent ourselves, and keeps us competitive. In the corporate world, many suggest that the only real constant...

Three Strategic Wins Gained by Working with Mail Experts

In today’s always-on, digitally connected world it can be easy to overlook the role played by physical mail in business. The convenience and immediacy of email and instant messaging drives massive usage growth across these channels, but the fact remains...

Employee Engagement is the Key to Strong Customer Experience

I’m thrilled to be a judge at the 2017 UK Customer Experience (CX) Awards, and I’m looking forward to seeing for myself the accomplishments of these finalists, who are leaders in the field of CX. The finalists will be making a...

If You Want to Deliver Great Experiences, Start With Your Org Design

In today’s information age, a great user experience and digital transformation are becoming critical to an organisation’s success and ability to remain competitive.  In a recent study by IDC, “84 percent of respondents are already digitally transforming or planning to digitally...

Retailers in the Dark about Late-Night Shoppers

Night-owl UK consumers are indulging in evening shopping more than ever before, with 26 percent making their online purchases after 8.30pm. Perhaps driven by the pressures of hectic schedules and long working hours, more and more people are shopping online...