Category: Uncategorized

Improving Your Business Using Text Analysis On Chat Logs

Chat log topic and sentiment analysis Picture by Nicolas Nova Creative Commons License More and more, companies are using chat as a means of running their support function. This approach has some clear benefits over traditional phone support. It is convenient for customers,...

Insight Networks A New Approach To Enhance Customer Experience Management

Networks have always been a way for people and businesses to gain synergies, they are a means to create and add value. In creating Insight Networks, CX Index brings the benefits associated with networks to the world of Customer Experience...

Put your customers in the driving seat

How to make sure customers influence your business As they hurled themselves around the race track in some of the fastest cars on the planet, the irony wasn’t lost: Easynet’s customers were literally and figuratively in the driving seat. This was...

Internal Customer Service – what is it and why is it important?

“The way you treat your employees is the way they will treat your customers.” Quote by Richard Branson. Founder of Virgin Group Many organisations forget that the way they treat their own personnel and the way colleagues interact has a profound effect on...

Contact centre: Heart of the business or outdated irrelevance?

Paul Scott discusses the contact centre’s future in light of findings from the 2103 Dimension Data Global Contact Centre Benchmarking Report. For decades customer management leaders have argued that the contact centre should sit at the heart of business strategy and...

Using IT To Further Improve The Customer Experience

Creating a sustainable environment where customers feel comfortable to provide feedback requires a safe and easy way for them to communicate their thoughts. A recent NHS project we have undertaken involved creating a system for patients to provide feedback for their...

United Biscuits makes £25,000 savings with IT investment


United Biscuits (UB) is one of the world’s pre-eminent branded snacks businesses with a reputation for meeting consumer needs for well over 100 years.  UB’s unrivalled portfolio of brands includes favourites such as McVitie’s, Jacob’s, Carr’s, Jaffa Cakes, Mini Cheddars,...

Working with landlords put British Gas on top

British Gas was crowned Team of the Year (Loving the Customer) at the UK Customer Experience Awards. Read on to find out how the winning team focussed on landlords to achieve a top result. British Gas is the leading provider of...

Changes to the essence of our culture secured win

Communications Company Three UK took this year’s crown for Customer Experience team of the Year in the IT, Systems and Telecoms category at the Customer Experience Award. But who is Three and what made them stand out to the judges? Fighting...

Customer Experience Professional of the Year – Gareth Byrne

Former teacher Gareth Byrne was voted Professional of the Year at this year’s UK Customer Experience Awards. He tells Customer Experience Magazine why he is so passionate about education and how he enjoyed the awards process. Pearson is the world’s leading...