Category: Customer Experience

Ageas UK Appoints new Customer Operations Director

Insurance firm Ageas UK has appointed new Customer Operations Director to take over responsibility for front lines and service operations alongside the business-wide customer service strategy. Former Chief Customer Officer, Ant Middle, now CEO of Ageas UK has created two new...

How to Be Prepared for Emerging Customer Needs in a Post COVID-19 World?

Take time now to prepare for change and get ahead of the curve by anticipating the evolving needs of your customers. A common understanding of customers’ needs and a consistent method for measuring those needs is critical for businesses to...

Building CX Knowledge in Arabic: An Interview with Olga Budieri

Olga Budieri is Global Head of Customer Experience at Dubai-based international express, mail delivery and logistics services company Aramex. As a globally certified professional with more than 10 years in the logistics and transportation industry, Olga has recently started her...

Why is It Going to Get Much More Difficult to Build and Maintain Brand Loyalty?

2020 is going to be remembered as a time where customer loyalty took a major hit, closing borders and lockdowns affected the three foundations of brand loyalty: trust, confidence, and availability. While some economies open up and the stock market...

All Ears: Sense and Listen Before You Get Back To Business

The unprecedented COVID-19 crisis has shaken the world to the core. Many organisations managed to carry through by shifting online while many others had to stop with their business entirely. Regardless of the position companies found themselves in due to the current...

Reviews in the Coronavirus Era: How Brands Should Adapt to the Changing Trends

The coronavirus pandemic is arguably the most unprecedented event around the globe since the Spanish flu. With the virus spreading fast regardless of geography, consumers have avoided public places as much as possible, leading to a shift in shopping trends. Many...

Customer 1st Aid: The Importance of Empathy in Driving Sustainable Growth

No one needs to be told that the world is in crisis right now – at times like this, it is not necessary for the obvious to be stated. Our health, our economies, our planet – in fact, the whole...

What Are the Emerging Customer Needs Post COVID-19?

Research shows that today’s wants become tomorrow’s needs. Great organisations respond by thinking strategically about emerging needs. What your customers need from your business may be dramatically different from a few weeks ago. This applies to both B2B and B2C and...

Use Personalisation To Drive Customer-Obsession And Loyalty

Brands have a personalisation problem. While marketers and CX pros alike share visions of delivering individualised and anticipatory experiences that earn loyalty, the execution usually undermines customer relationships. They can’t even get the basics right: only 7 percent of UK consumers...

New Gifting Trend: Self-Gifting Skyrockets Amidst COVID-19 Pandemic

According to the latest industry research from the Gift Card & Voucher Association (GCVA) in partnership with data specialist GlobalData, gift cards for self-use of the purchaser is now one of the main drivers of gift card purchasing, representing 22...