Category: Customer Experience

Keeping Customers Loyal Beyond Christmas

Figures from John Lewis indicate that last year online sales grew by 11.8 percent year-on-year in the Christmas period – the six weeks leading up to the end of December. UK Christmas spending was predicted to hit record £77.56bn in 2016....

Know Customer Expectations…or no Customer Experience

Customer Experience management is a hot topic, and I would get a least one invitation a day to a CX seminar or workshop. Reflecting on the content of these events and having reviewed literature on the subject, it seems that the...

Customers Ready to Abandon Brick and Mortar Branches? Don’t Bank On It!

Customers of one of the UK’s best-known banks are fearful of a slump in service following news that many branches are to shut. RBS has announced the looming closure of 62 Royal Bank of Scotland branches, along with 197 NatWest outlets,...

CX Awards Partner Cranfield University Wins Queen’s Anniversary Prize

Cranfield University has become the first institution to win a prestigious Queen’s Anniversary Prize for work on soil science. The institution’s prestigious School of Management is a major partner of the UK Customer Experience Awards, the UK Digital Experience Awards, and...

CX Marks the Spot: Expert Customer Journey Mapping

The success of a business lies in its knowledge of its customers. Your product or service is targeted to a specific need of a specific customer, and naturally you consider your customer’s behaviours, thoughts, and feelings. From there, you can now...

Empowering a Blended Workforce to Deliver Optimal CX

As consumers continue to become more digital-savvy, organisations are considering – and even implementing – more cost-effective digital channels as part of their evolving customer engagement strategies. For many, this means investing in AI solutions like virtual assistants, in-store virtual helpdesks,...

UK Complaint Handling Awards 2018 Finalists Announced

How businesses deal with complaints has evolved to become a key component of their overall Customer Experience ethos, and the premier event in the UK to celebrate talent and achievement in this crucial field is the Complaint Handling Awards, for...

Decline in Traditional Complaint Channels

It seems clear that the great British public will now very rarely be bothered to write or call companies when something is wrong. Instead we are likely to simply moan or let rip on social media before stopping to use...

Seven Ways to Prepare Your Business for Black Friday

This year, Black Friday falls on November 24 and will host discounts across many lines including electricals, fashion, and experiences. BBC reported that online sales had risen by 12 percent last year during the event but it isn’t just the Friday that...

Uphill Battle for UK’s Online-Only Services

The annual ‘Connected Life’ survey from global researchers Kantar TNS explored this year how consumers are accepting online customer service. The research – from 70,000 correspondents from 56 countries, including over 3,000 from the UK -indicated that online customer service...