Category: Uncategorized

Banking on Better CX: Interview with Scott Fleming

Leading Customer Experience Consultant Christopher Brooks discusses CX matters with Scott Fleming, the Chief Customer and Commercial Officer with the Bank of Cyprus UK…   Scott, thanks very much for agreeing to meet up and share with readers the value and role...

‘Prisoner’s Dilemma’ Chart Predicts Pound’s Chances as Brexit Talks Continue

Following the recent deal between the UK and the European Union  to move onto the next phase of Brexit negotiations, financial experts are trying to predict what the new political landscape means for the future of Sterling. Now Dutch lender ING...

Banking on CRM to Keep Customers Saving

Customer Experience is an increasingly important task for any business, especially in retail banking. The sector is still working to repair its reputation in the wake of the financial crisis. New technology increases the avenues of engagement and customers are becoming...

Bitcoin Bubble Burst Predicted

Bitcoin’s growth is continuing apace, hitting a new high earlier this week of  $9,700, and although early investors are happy at the rise in value, banks are worried that the bubble will burst with major fallout. There are predictions the cryptocurrency’s...

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...

Black Friday Shoppers to Spend ‘£20 billion’

A predicted £20 billion Black Friday spending spree is helping to save retailers from a sales-dip in October. That is according to e-commerce firm Salmon, whose Global Head of Consultancy and Innovation, Hugh Fletcher, spoke out after the release of retail...

UK Banks Set to Lose Billions by Failing to Keep Younger Customers Loyal

88 percent of UK consumers aged between 16 and 34 say banks and lenders must do more to improve customer loyalty, research by global reviews and customer insights company Feefo has found. A total of 61 percent of respondents also say they expect...

Time to Get to Grips With Return Management

When a £25 pair of jeans costs £14 to ship and return, as well as the process of getting items back into inventory potentially taking up to ten weeks, clearly retailers have got a problem. And yet ‘free returns’ – and...

Play a Peak Blinder: Preparing Retail for Seasonal Demand

Planning for peak periods can often be a stressful time for retailers; teams across the business will be rallying around in a bid to prepare for what are often seen as the busiest times of the year, of which there...

The Rise of Bargain Days: Keeping Up with Customer Demand

Bargain days are growing increasingly popular since the rise of Black Friday and Cyber Monday. Amazon Prime Day is another that has recently joined the ranks, and its huge success in 2017 has encouraged other retailers, such as PC World, to...