Paul AinsworthPaul AinsworthJune 19, 2019
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3min505

The entry deadline is fast approaching for the 2019 UK Customer Experience Awards, which this year is marking ten years of celebrating the very best CX in Britain.

The gala event will take place on October 10 at London’s Wembley Stadium, where finalists representing some of the best-known brands in the country will gather to make presentations before an expert panel of judges, hoping to secure one of 24 category titles that reflect every aspect of customer centricity.

New categories for 2019 include Employee Experience, Employees at the Heart of Everything, Hospitality & Leisure, Retail, and Professional Services, and the awards will be presented during an evening black tie dinner ceremony.

Organisations have until June 28 to submit an entry, and further details can be found here.

Applications are now being taken from potential judges to join the line-up, and you can click here to find out more about becoming a UKCXA judge.

The finals, which are chaired once again by international CX consultant and author Ian Golding, is also one of the UK’s best CX networking opportunities, with hundreds gathering at the iconic venue to support colleagues and celebrate what makes the UK a beacon of customer-centricity in a rapidly changing business landscape.

The UK Customer Experience Awards is accredited with the prestigious Gold Awards Trust Mark from the Independent Awards Standards Council, and as always is proud to be partnered with Cranfield School of Management, Barnardo’s, and the Customer Experience Professionals Association.

Reach for the stars: The UK Customer Experience Awards is Britain’s biggest celebration of customer centricity

Awards International CEO Neil Skehel said: “The UK Customer Experience Awards has grown exponentially to become the biggest CX event of its kind in the world, and we are incredibly proud to be marking its tenth anniversary. Customer Experience is now a brand’s most defining characteristic, and it is impossible to overestimate its importance to the economy. These awards play such an important role in not only celebrating achievements, but also setting the standard for organisations to follow if they are to be successful in this new era where the customer really is at the heart of everything.”

 

 


Paul AinsworthPaul AinsworthJune 3, 2019
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2min320

Driving meaningful working lives in a more automated workplace, motivating a multi-generational workforce and the future of skills and learning are just some of the topics being discussed at this month’s CIPD Festival of Work.

The two-day conference at Olympia London, which runs from Wednesday 12 to Thursday 13 June, will explore the biggest issues in the world of work, with a strong focus on technology. A mix of masterclasses, skills sessions, and panel discussions make up the programme, which aims to spark debate as well as offer inspiration and practical solutions.

130 speakers with a range of expertise and perspectives have been lined up to take part, including Garry Kasparov, former world chess champion, who will talk about his shifting views around artificial intelligence, and the role human creativity has to play in the future of work. The closing address will come from the world’s first cyborg artist, Neil Harbisson, on the integration between humans and machines.

Matthew Taylor, CEO of the Royal Society of Art; Sir Anthony Seldon, best-selling author; and Caroline Fairbairn, Director General of the CBI, will also be speaking, as will representatives from some of the most well-known and successful businesses including Google, McDonalds, British Land, L’Oreal, Siemens plc, and PepsiCo.

Peter Cheese, CIPD Chief Executive, said: “With technology rapidly changing the world of work, it’s more important than ever that we share and understand the many changes and implications on our organisations and people. At the very heart of a successful business is how to attract, motivate, develop and retain people; the Festival of Work will explore how we can do this in an uncertain world and with emerging technologies.”

Meanwhile, for details on some of the UK’s best places to work, meet the winners of the 2019 UK Employee Experience Awards.

 


Paul AinsworthPaul AinsworthApril 18, 2019
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4min536

London is the most ‘digitally ready’ city in the world, according to new research by Siemens.

The brand has launched a new web-based application which reveals the readiness and potential of six major cities to embrace digitalization and develop new ways of living, working, and interacting.

The Atlas of Digitalization is based around the interconnected themes of Expo 2020 Dubai – Mobility, Sustainability, and Opportunity – and assesses how the fourth industrial revolution has already impacted urban life around the world, and the potential it could have in the future.

Data from 21 indicators has been analysed from Buenos Aires, Dubai, Johannesburg, London, Los Angeles, and Taipei. From this analysis a Digital Readiness Score has been defined, considering areas such as smart electricity and transport systems, internet connections, and digital governance services. The score reveals the current level of maturity of each city’s digital infrastructure, and its preparedness for a connected future.

Juergen Maier, CEO of Siemens UK, said: “It is tremendous that London is leading the charge in digitalization among these global cities. In spite of all the economic uncertainty we have been facing in the UK over the last two years this study shows we are still well placed to achieve leadership globally in the fourth industrial revolution if we continue to invest, innovate and grow responsibly and sustainably.

“However there is more to the UK economy than London and our Northern cities particularly in the Northern Powerhouse must also benefit from innovation and investment. Each city here in the UK and globally must address its own unique mix of challenges and opportunities by embracing digitalization; the key to sustainable, economically vibrant future cities.”

He added: “The Atlas of Digitalization gives us an insight to the current status of digitalization in global cities, and the data tells us London has already made excellent progress. We hope the Atlas will inspire new ways of thinking to shape all the smart cities of tomorrow and realise the global potential of City 4.0.”

The analysis takes into account areas such as innovation, greenhouse gas emissions and time spent in traffic to give the cities a Digital Potential Score, indicating where there is opportunity to grow digital capabilities to transform society and economy. Together, the Readiness and Potential scores illustrate the different capacities each city already has, and where they can develop to effect change and growth.

The Atlas recognises London’s advanced implementation of digital technologies in areas such as the introduction of the congestion charge and the Ultra Low Emission Zone which will dramatically cut nitrogen oxide (NOx) emissions. Currently road traffic in London is responsible for more than half of the city’s NOx emissions.

The Atlas also identifies potential for digitalization to positively impact areas in London such as improving mobile internet speeds and opening up new opportunities for internet-enabled services based on the Internet of Things, such as ‘vehicle to everything communications’ to improve efficiency.

 

 

 

 


CXM Editorial TeamCXM Editorial TeamApril 18, 2019
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4min495

The future of marketing is personal!

As the expectations of your customer skyrocket, and the relationships they forge with their brands grow looser, it can be challenging to continually inspire loyalty while also driving growth. With so many companies now vying for the attention of your audience, it’s now imperative to stand out from the crowd and deliver not just punchy, but personalised and thoughtful, marketing.

“Understanding the customer journey is the single most important factor in delivering personalised interactions,” according to Michal Szaniecki, Managing Director of SEAT and Cupra at Volkswagen.

At this year’s Brand Marketing Summit Europe, we will be taking a deeper look at how to elevate your marketing; check out the full speaker line up here.

To truly understand your customer’s journey and inspire loyalty, you need to first get to grips with what your customer wants. Leveraging data from across your different channels and placing this at the forefront of your marketing strategy can guarantee that customers receive the right content, communications, and offers at the right time.  

“The customer journey is crucial and the foundation for the approach towards (future) clients. The ‘traditional’ push campaign and (cold) calling initiatives are diminishing in relevance fast.”

This is the opinion of speaker Arjen Vissers, who is the Managing Director of marketing and comms at financial giant AON. Furthermore, a brand such as Harrods – with a versatile clientele – builds up a picture of who their customer is, what they buy, and when they buy it, to directly impact the products they then recommend and also what other areas of the Harrods portfolio of products they might be interested in browsing.

Download the brochure for 2019’s most important gathering of marketing leaders.

On the other end of the spectrum, Burger King have become renowned for their witty and mould-breaking marketing campaigns, which rely heavily on external agencies to help ensure freshness in their work. From cheeky geofencing of McDonald’s restaurants, through to creative adverts like the Andy Warhol piece, the emphasis is solely on standing out from the crowd and inspiring loyalty with a clear brand purpose.

This shift towards standing out from their competitors has shown clear results for company growth and will harvest attention and positive consumer thoughts.

At this year’s Brand Marketing Summit Europe (25th-26th June, London) we are bringing together strategic decision makers from the brands mentioned above and over 120 more to form a movement of marketers seeking out the way forward.

The future of marketing is personal and we now have, if we’re lucky, one chance to impress our customer. Join us this summer to hear from the most important brands in the marketing space and revolutionise your own marketing in the process!

Download your brochure here for the full range of insights.

 


Paul AinsworthPaul AinsworthApril 16, 2019
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3min676

The finalists for the 2019 UK Digital Experience Awards have been announced, with an exciting line-up of big household brands and smaller innovators competing for recognition.

The event is celebrating its fifth year of honouring the British organisations that offer customers a truly unique Digital Experience while using their technology, websites, and apps, and July 12 is the date those shortlisted for the finals will arrive in London to present before an expert judging panel featuring names including Mark Edgington, founder of Incendiary Blue; Di Mayze, founder of Scratch Consulting; Tiffany Carpenter, Head of Customer Intelligence Solutions at SAS UK; and many more.

This year, finalists will compete for 19 category titles, before an Overall Winner is crowned at a gala ceremony in the Park Plaza Riverbank venue. Categories this year include Best App, Best Digital Change & Transformation, Best Digital Team, and Best Mobile Strategy, among others.

Among the companies shortlisted as finalists for 2019 are EE, Three UK, Sky, Virgin Trains, and PayPoint. For a full list of categories and finalists click here.

Meanwhile, official awards partners this year include children’s charity Barnardo’s, Professor Malcolm McDonald, Martech Advisor, and Cranfield School of Management.

Hosting the event is Awards International, holders of a Gold Standard Awards Trust Mark from the Independent Awards Standards Council.

Speaking of the 2019 UKDXA finalists, Awards International CEO Neil Skehel said: “The standard of entries this year has been nothing short of fantastic, and the projects and initiatives that will be judged on the day are incredibly exciting. A huge congratulations to all finalists, and we look forward to welcoming them to London this summer for a sizzling showcase of Digital Experience innovation.”

For further details and to book seats for the awards, click here.


Paul AinsworthPaul AinsworthApril 2, 2019
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4min601

London is the global centre for senior Customer Experience career opportunities, new research has shown.

A study by customer insights technology company Feefo was conducted by trawling more than 120,000 job listings from ten leading countries, retrieving senior Customer Experience job roles and analysing them. The research reveals that London, with 2,668 vacancies, has over five times (532 percent) more senior CX job opportunities than the average of 422 for the rest of the world.

The research also shows there is wide fluctuation in the opportunities available in different cities.

The top five cities advertising the most jobs were as follows:

  1. London: 2,668
  2. Seattle: 2,555
  3. New York: 2,344
  4. Toronto: 694
  5. Sydney: 388

Analysis of salaries on offer in both the UK and US for those in senior roles found that in the UK, 33 percent of senior CX jobs offer a salary of £50,000 or higher versus only 25 percent in the States. This could reflect the greater sense of urgency felt in the UK for recruiting Customer Experience professionals.

“Customer experience is overtaking price and product as the number one differentiator for business and in response to this, the CX sector has grown massively in London over recent years,” said Steph Heasman, Director of Customer Success at Feefo.

“The number of senior job opportunities now available is a reflection of the commitment businesses are making to improve the customer journey. To drive this forward, businesses must now consider the transformative role of technology, as maximising the customer journey requires insight as well as human resources.”

The job roles with the highest demand in the UK were:

  1. Customer Experience Manager: 42 percent
  2. Head of Customer Experience: 22 percent
  3. Digital Customer Experience Manager: 15 percent
  4. Head of Customer Insight: 14 percent
  5. Head of Customer Trust: seven percent

The results align with research from the Economist Intelligence Unit, which last year reported that more than one-in-four (26 percent) UK companies have increased investment in Customer Experience by more than 25 percent in the last three years.

The companies advertising the most senior Customer Experience job roles in the UK were:

  1. Amazon: 46 percent
  2. BT: 17 percent
  3. Vodafone: 16 percent
  4. HSBC: 11 percent
  5. Barclays: 10 percent

The findings indicate that while London is placing much importance on CX development and recruitment, the UK as a whole could have some catching up to do. The US has 316 senior roles vacant per million of the working population, and Canada 103, but the UK is a distant third with just 70.

The lack of CX leadership opportunities for the UK compared with the wealth of opportunities in London suggests that not only is the UK’s capital ahead of many countries in CX investment and recruitment, but that it is also ahead of the rest of the country.

Other European countries such as France have a mere of 2.9 (senior CX job vacancies per million), and Germany 6.9. This may well change as the Economist Intelligence Unit predicts investment in customer experience across Europe will increase by 10 percent in the next three years.

 


Paul AinsworthPaul AinsworthMarch 1, 2019
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3min711

The finalists for the 2019 UK Employee Experience Awards have been revealed, with businesses across Britain competing in 19 categories covering every aspect of employee engagement and its impact on overall Customer Experience. 

The daytime event will be hosted by Awards International at London’s Park Plaza Riverbank hotel on May 15, with support from awards partners FDM, August the Awards ConsultancyCranfield School of Management, and The World Employee Experience Institute, headed by one of the world’s top EX consultants, Ben Whitter, AKA ‘Mr Employee Experience’. The event’s charity sponsor is once again Barnardo’s.

Shortlisted among this year’s crop of finalists are organisations including Octopus Energy, Badoo, and the Holly Private Hospital, to name but a few. All entrants will present to judges on the morning of the event before scoring occurs and category winners announced during a gala lunch.

Along with the category winners, an Overall Winner will be named.

Meanwhile, the judging line-up continues to grow ahead of the finals, and among the names on the panel this year are August CEO Donna O’Toole; author and co-founder of Fit 2 Communicate, Karen Dempster; and Director of Rialto consultancy, Richard Chiumento.

Awards International CEO Neil Skehel said: “Once again we see a stellar line-up of finalists competing to be the best in each category, and we are incredibly excited to be able to host such a gathering in the heart of London.

“Each year the relevance of the awards grows as Employee Experience rises to become a critical factor for businesses keen to hire the very best staff. The employment landscape is evolving, and these awards reflect this and reward those organisations that truly understand what good Employee Experience can bring to their business, and what it means for their customers.

“On behalf of Awards International I would like to offer a huge congratulations to all of the shortlisted finalists, and wish them good luck ahead of meeting them in London in May.”

Click here to view the full list of category finalists.

 




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