Category: Uncategorized

Integrating a sound Digital Strategy into your Customer Experience

Mark Hamill, Awards International UAE Digital is changing the way organisations approach customer experience. Digital technology has become part of everyday life for the majority of consumers and has challenged customer expectations around service, delivery and communications. It’s great having nifty...

Five must-have technology innovations to deliver a first-class customer experience

Mike Hughes, MD of PeopleTECH One of the biggest changes to impact the customer experience industry over the past decade, has undoubtedly been the change in consumer expectations. Where many consumers were once inert and passive about dealing with and accepting...

Gousto – What is it? How does it work?

Sarah Jenkinson chats to Laura Lao, Gousto Gousto delivers everything food lovers need to cook the recipes they love, weekly. We deliver quality ingredients, in exact portions; with step-by-step recipe cards that make cooking simple and enjoyable. With flexible delivery and...

9 steps to create the Customer Journey Map that will keep you awake at night!

A customer journey map (CJM) is an incredibly useful tool when it comes to understanding and improving your customer experience. If you’ve got a great CJM it can really help you understand how your customers see things at key touch points...

Making our customers feel best loved

by Emma Banks, LV= LV= employs 6,000 people across 17 locations in the UK and serves over 5.7 million customers with a range of financial products. We’re the UK’s largest friendly society and a leading financial mutual. When we started in 1843...

Customer Experience Disconnects: 5 Steps to Creating the RIGHT Customer Experience

by Gary Topiol, InMoment Customer Experience is maturing. I rarely hear the phrase “customer service” anymore, and most business leaders know what acronyms like CX and VoC mean – without even Googling them. However maturing is a verb that indicates a process,...

Three Employee Engagement Wins for Northern Gas Networks

Following three wins at this year’s Employee Experience Awards, CEO of Northern Gas Networks (NGN), Mark Horsley, explains why a pioneering new approach to leadership and empowering employees is proving successful for the North of England’s gas distributor. NGN is...

UK Customer Experience Awards 2015 – Your Vote Counts!

If your organisation is in the market for business awards, then there are plenty to choose from. However, if you want to stand out from the crowd and be recognised for your focus on customer experience and how it’s helped...

What makes a CX Winner?

It was great to be asked to co-chair the Winning with CX Conference at the British Film Institute in London. The event had been brought together by Awards International, Cranfield School of Management and Customer Experience Magazine and included presenters...

UK EMPLOYEE EXPERIENCE AWARDS WINNERS ANNOUNCED

Winners of the first ever UK Employee Experience Awards have been announced during a celebratory lunch at the Grand Connaught Rooms in London on Friday 27th March. The Awards recognise and celebrate organisations and their employee-focussed initiatives that have resulted in...