Category: Customer Experience

UK Customer Experience Awards 2020: The Winners Are In

Last Thursday the winners of the UK Customer Experience Awards 2020 celebrated their outstanding achievements across the CX sphere. This year the home London’s home of champions Wembley Stadium was replaced by a virtual room, gathering around 300 people at the...

Purpose Is the New Digital in Retail: We All Need Organic Mango’s From Finca Los Pepones

We all shop and spend our hard-earned cash, so everyone can relate to this, so thanks for opening and having a look, I thought I would share my thoughts on: the changes in consumer behavioursthe trends for 2020 and beyondmy views...

Wild Swans: A Story of Beauty and Transformation

I’ve enjoyed working across the Nordics and Central Europe for the past few years, and during this time I purchased several books for my children. One was a fairy tale, entitled Wild Swans, by the wonderful Hans Christian Andersen. The...

Reimagine How You Serve Customers with Three Game-Changing Technologies

2020 has been a memorable year for all the wrong reasons. The pandemic has touched all segments of the UK economy and businesses are still struggling to grapple with the consequences. Whilst all have struggled, the customer service sector has...

Inside out makes me think of sock pairing!

Well, it still does – but maybe next time you’re turning socks and pairing them, you’ll think of this! The question then: Is your thinking inside out (predominantly using your internal colleague views to drive priorities?) In a fast-changing business environment...

Online Fashion Retailer Gains Three Million Customers as Profits Soar amid Pandemic

Online fashion retailer Asos added three million customers in the past year despite the pandemic. The company’s annual profits have also skyrocketed thanks to cost-cutting and fewer returned items during this period. Asos has now reached more than 23 million customers globally, with...

Delivering Great CX in the Covid Era

In a relatively short period of time the onset of the global coronavirus pandemic has changed the very face of customer experience (CX). In these times of crisis, customers now expect more compelling, relevant and timely engagement than ever before....

Customer Engagement Strategies to Drive Business Success in the Now and the Next

Regardless of industry, product or service, one of the drivers for achieving business success is having a strong customer engagement strategy. Undoubtedly, 2020 has been one of the most challenging years for businesses with the pandemic affecting consumer behaviour and...

The Dawn of True Personalisation

We are in a world that looks very different from how anyone might have expected it to 12 months ago. Many of the ways in which retailers and brands would previously have sought to engage with consumers aren’t possible anymore...

Book Review: Customer What? The Honest and Practical Guide to Customer Experience

 The truth is, truly customer-centric organisations do not put customers first. They put employees first. This is according to global Customer Experience Specialist and Certified Customer Experience Professional (CCXP), Ian Golding in his first book ‘Customer What? The honest and practical...