Category: Uncategorized

Innovation And The Customer Experience

There are two sides to a coin, in this case the coin being customer experience design. Heads As an experience designer, half of my time is spent helping customers come up with ideas for better experiences. To my mind, the best...

A WOW workout!

I love people (and chocolate) and that is why I created The Melting Pot – a business running chocolate workshops for adults, children and teams. Creating the best possible experience for customers is a true passion; and a workshop environment...

UK travel sector research

The internet has transformed the travel sector, as holidaymakers can now book the separate components of their break online, rather than having to go through high street travel agencies. But in such a competitive market, customer service and fast responses...

Consumers want speed and flexibility

Customers are becoming more demanding, according to a recent survey...

Confusion over call payments

Call recording specialsists Business Systems say there is still a lot of confusion in the market about the implications for Payment Card Industry (PCI) compliance when recording calls. Any organisation taking sensitive data from a customer, in particular credit or debit...

Customer Experience Innovation Done Right

These are extraordinary times. Of course, I’m not the first person to say these words. That’s how JFK kicked off his man on the moon speech in May 1961. He also said (slightly paraphrased), “We choose to go to the moon...

New health sector

NEW Health Sector In partnership with the Patient Experience Network Note from Ruth Evans Welcome to this month’s Health Sector edition of Customer Experience Magazine. It is our intention that we celebrate all the positives around our healthcare industry. I feel there is already...

What's your Brailsford?

I love discovering new ways of looking at how we increase performance and deliver better service. I’m, particularly, inspired by insights from different areas like sport, music, the arts etc. One such insight that I have been using with my clients...

Health and safety law becomes the new excuse for poor customer service

After recently hearing that the Health and Safety Executive have a...

Innovation: It's all about permeation!

Before you start to read this article, take a break and make yourself a cup of tea. No, not by pushing buttons on a machine; make a proper cuppa and watch as the flavour and colour slowly seep out...