Category: Uncategorized

Customer Management in a World of Intermediaries and Brokers

“Do You Understand How It Works?”by Alan Thompson; Head of Financial Services at Customer Attuned The world of insurance is complex. Customers are buying an intangible product. It’s hard for them to see beyond a complicated policy document with pages...

ONZO Announces Enhancements that Will Increase Customer Participation in Utility Programs

New Release of Consumer Engagement and Insight Platform will also Drive Improvements in Efficiency, Marketing Effectiveness and Churn Reduction ONZO, a global provider of data science-based energy analytics solutions for the utility industry, announced a new version of its consumer engagement...

Western Union Improves Customer Loyalty with New Redemption Option

Syniverse’s solution enhances customer loyalty point program Syniverse’s Mobile Engagement solution is enabling Western Union® to enhance its customer loyalty program by leveraging mobile to help drive better engagement with points redemption. The solution provides the financial institution with the capability...

The Ethos of the Marketplace Is Centred on Flexibility

Interview with Halfords &Salmon on their new platform Following in the footsteps of e-commerce giants eBay and Amazon, Halfords, Britain’s biggest bike retailer, launched its new marketplace in June with global digital commerce consultancy Salmon, who integrated the marketplace with its...

Sparks Are Set to Fly, as Pay-As-You-Go Ignites the Utilities Market

by Jack Coxeter, Lead Consultant of Power and Communications at SQS With the advent of smart metering set to level the playing field for the utilities industry, a cultural shift is also on the horizon around how users not only consume,...

Not a Bad Day – Winners of UK Customer Experience Awards 2015 Announced and £6,000 Raised For Charity

Winners of the UK Customer Experience Awards have been announced during a celebratory lunch at the Park Plaza Hotel in London on Friday 26th September 2015. The Awards recognise and reward outstanding achievement in customer experience across all sectors. The...

Public Transport Overtakes Utilities for Worst Customer Service

Honesty and efficiency are the most valued traits by consumers when dealing with companies Public transport & train operators overtook utility companies in the league table of worst customer experience and service providers, according to the second annual Customer Experience Survey...

We Know We’re Doing Things Right When Our Clients Send Us Flowers

CXM Interview with David Wright, CMO of Police Mutual on their cooperation with Avanade UK and the impact of the partnership on their business CXM: What was the decisive point for choosing Avanade UK for partnership? What did the process look...

Showing the Human Side of (n)Power

npower’s Head of Customer Experience explains how customers are taking centre stage in the business The utility sector has been through some tough times, with press scrutiny, regulatory pressure and customers who are starting to vote with their feet, but despite...

Travel Postcards from the Editor

by Marija Pavlović, Editor, Customer Experience Magazine POSTCARD #1 Hi mum, As I’ve heard, Athens is amazing. I mean, it must be with all its history and cultural heritage. I wouldn’t know. I’ve been stuck in the airport for 3 hours. Boooring....