Paul AinsworthPaul AinsworthJuly 11, 2019
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4min433

The finalists in the 2019 UK Customer Experience Awards have been announced, with some of the UK’s best-known brands preparing to compete for glory in London’s Wembley Stadium this autumn.

The gala event – which this year is marking ten years of celebrating the very best CX in Britain – will take place on October 10, when finalists will make presentations before an expert panel of judges in a bid to secure one of 24 category titles that reflect every aspect of customer centricity.

Shortlisted category finalists include O2, Prudential, Direct Line Group, Aldi, Capita, Sky, Game, and many more. Click here for a full list of 2019 finalists.

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.

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.

Also partnering the Awards for 2019 are data consultancy Kantar, and Customer Experience tech giant Genesys.

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

Awards International CEO Neil Skehel said: “Congratulations to all of our finalists, and I look forward to welcoming them to the home of champions, Wembley Stadium, later this year for the biggest UK Customer Experience Awards to date.

“The event 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 AinsworthJuly 2, 2019
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5min396

Over reliance on marketing activities that deliver short-term sales growth is impacting the ability of businesses to lock in long-term market share growth, according to new research.

Leading data, insights, and consulting company Kantar has released its latest study, Mastering Momentum, which analysed the market share of 3,900 brands over a three-year period. The research found that fewer than six percent of brands grew market share over one year, while only six-in-ten of those sustained that gain over three years.

Meanwhile, fewer than one-in-ten (of the six percent) improved on their initial gain, leaving a small ‘One Percent Club’ of brands that have mastered the art of building sales momentum in the long term.

The analysis by Kantar – which will be represented on the judging panels of the upcoming UK Digital Experience Awards and UK Customer Experience Awards – reveals many brands could be sitting on a potential growth goldmine, with this opportunity not only reserved for small businesses; two out of five of the biggest brands managed to hold ground or grow between 2015 and 2018.

Mark Chamberlain, Managing Director, Brand, Insights Division at Kantar UK, said: “Businesses in today’s world are under enormous short-term pressure so they look for guidance from the most readily available data, such as raw searches, sales and clicks.

“This data focuses attention only on what’s happening here and now, so it’s no surprise that the activities that demonstrate an immediate return tend to win in the competition for budget. Marketeers need to be bold enough to consider the bigger longer-term picture. Our latest global BrandZ report clearly illustrates how a strong brand delivers superior shareholder returns. Identifying reliable short-term indicators of long-term success is essential to unlock the missed opportunity of future business growth.”

With only 52 percent of advertisers confident their organisation has the right balance between long-term brand building and short-term performance marketing (Kantar Getting Media Right 2018), the new report recommends marketers focus on three key points in the buyer lifecycle to create sustained growth:

  • Experience: influence repeat sales by delighting existing users, as they are the foundation upon which growth is built
  • Exposure: influence future sales by reaching out to new potential buyers and establishing meaningful difference through compelling creative and targeted media investment
  • Activation: influence immediate sales by ensuring the brand and its meaningful difference come readily to mind at the point of sale.

According to Kantar’s analysis, the brands that managed to move to the needle across all three activities achieved 65x more growth than average. The study also found that brand size significantly influences growth prospects, making it critical for businesses to balance investment across brand building and demand generation accordingly.

Commenting on the findings, Nigel Hollis, Chief Global Analyst, Insights Division at Kantar UK said: “Sustained, long-term growth is hard, but there is a huge opportunity for businesses that are willing to look beyond simply delivering the next quarter’s numbers. Brands that tailor a growth strategy relevant to their market position outperform those that only grow penetration by an average of 45 percent.

“Small brands have little choice but to focus on increasing acquisition from competitors, while market leaders need to invest in improving the experience for existing customers, and, to a lesser degree, bringing in new category buyers. Unless you have the budget to spend continuously, growth will be hard to come by if you rely only on short-term incremental effects.”


Stuart BishopStuart BishopJune 24, 2019
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6min903

In today’s increasingly tech-driven society, customer expectations on the speed and convenience of interactions with businesses have never been higher.

In every sector, companies are undergoing a process of digital transformation to ensure they deliver seamless experiences to the consumer. Often, the key to success lies in powerful use of data to simplify, personalise and transform customer journeys.

The value of simplification

By reducing the time and effort of interactions, organisations enjoy higher engagement, while meeting customer expectations and driving their own efficiency. According to the Aberdeen Group, 51 percent of firms use at least eight channels to interact with customers, highlighting the importance of delivering the same message seamlessly across all touchpoints to create a truly omnichannel experience.

Omnichannel: In a recent survey, most firms said they use at least eight channels to interact with customers

Data-driven technologies facilitate this process by sending the right content via the right channels in a quick and automatic way. In insurance, simplification efforts have included replacing lengthy quotation forms with ‘No Questions Asked’ propositions, challenging perceptions of an industry laden with complexities.

Personalisation is key

Once a “nice to have”, tailored offerings have become imperative to business success. Nowhere is this more relevant than the insurance sector, where a survey by Accenture found 80 percent of customers are looking for personalised offerings from their car, home, or life insurance providers.

As vast amounts of data become readily available, organisations are using personalisation on a granular scale never seen before. Customer profiling is a powerful tool to gain competitive advantage in this area; by integrating data from a range of sources, whether demographic information or past purchasing behaviour, firms are able to serve up relevant content at the right time. By making the customer feel valued, businesses are driving loyalty and, it is hoped, repeat custom.

The power of digital transformation

The advent of new technologies such as voice, chatbots, and artificial intelligence, has empowered organisations to expand their service offerings and enhance the customer journey. The voice revolution in particular is gathering momentum and has opened up the possibility of bots replacing people to provide customer service 24/7, particularly to deal with routine queries and transactions.

Hear me out: Voicebots could fully replace humans when dealing with routine queries and transactions

According to Vxchnge, 20.4 billion devices will be connected to the Internet of Things (IoT) by next year, with consumer demand showing no signs of slowing down. As a result, firms are able to gather an increasing amount of data on Customer Experience, enabling them to make constant improvements to their products and services. For insurance, this has led to the development of proactive propositions, such as mobile phone apps that use image recognition, and Wi-Fi network scanning to generate a quote with minimal consumer input.

The commercial benefits

A recent study by PwC found 65 percent of people believe Customer Experience is important when choosing between buying options, highlighting the significance of investing in this area. As this figure rises, data will become increasingly relied upon to deliver effective modern strategies – Gartner predict over 40 percent of all data analytics projects will focus on Customer Experience by 2020. If done successfully, firms themselves will experience a plethora of benefits, including greater insights, improved conversion and increased revenues.

Whichever sector you’re operating in, it’s clear that those who recognise the value in providing customers with an excellent experience will do well. Make sure you’re one of them.

Stuart Bishop is judging at the 2019 UK Customer Experience Awards in October.


CXM Editorial TeamCXM Editorial TeamJune 24, 2019
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3min872

Global CX and call centre tech leader Genesys has been revealed as the Gold Sponsor for the 2019 UK Customer Experience Awards.

Taking place in London’s Wembley Stadium on October 10, the awards celebrate the country’s best CX strategies, transformations, and innovations, and there are now just days left before the entry deadline.

The new partnership with Genesys – creators of the world’s most trusted Customer Experience platforms – will elevate this year’s ceremony to new heights as it marks its tenth anniversary.

More than 11,000 companies in over 100 countries trust Genesys to help them connect effortlessly with consumers across any channel, be it voice, text, web chat, or social. The company offers both cloud and on-premises solutions that enable businesses to deliver the hyper-personalised experiences today’s always-on consumers demand, while producing targeted business outcomes such as increased revenue, lead conversion, and customer satisfaction.

“Sponsoring the UK Customer Experience Awards is a natural fit for us,” said Senior Director at Genesys, Brendan Dykes, who will be among the judges scrutinising entries at this year’s event.

“We are laser-focused on helping brands create lasting relationships with their customers. This is a tremendous opportunity to shine a light on the businesses that are setting new standards for delivering exceptional customer experiences in innovative ways. We are thrilled to serve as a Gold sponsor and help celebrate their successes.”

Meanwhile, Neil Skehel, CEO of event hosts Awards International, said: “Genesys is a prestigious global organisation and commands great respect in the industry. Having them involved further goes to show that anyone who’s anyone in Customer Experience will be at our awards.”

Click here to learn more about the 2019 UK Customer Experience Awards.


Paul AinsworthPaul AinsworthJune 19, 2019
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3min742

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 AinsworthMay 31, 2019
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2min630

The team behind the Holly Private Hospital has been praised for its success at the 2019 UK Employee Experience Awards.

An incredible three Gold category awards were taken home by Holly staff at the ceremony in London’s Park Plaza Riverbank venue this month, which is one Gold award short of the haul they collected at the 2018 awards 12 months before.

However, they more than compensated when at the end of the event they were crowned Overall Winner.

This year saw the Holly team take the Gold titles for Employee Engagement – Reward & RecognitionEmployee-Centric Company – Employees at the Heart of the Company, and Innovative Employee Engagement.

The Holly Private Hospital team collect their award for Innovative Employee Engagement.

 

The success follows huge victories at the 2018 UK Customer Experience Awards, and the inaugural International Customer Experience Awards in Amsterdam last year, where it was named Overall Winner thanks to two Gold category wins there.

With 2019 looking to be an even more succesful year for Holly Private Hospital, Director David Henderson said: “We are absolutely thrilled to once again be recognised in the UK Employee Experience Awards. Over the past few years we’ve really been focussing on how we can create exceptional employee experiences for our staff so they in turn can deliver exceptional healthcare experiences for our patients, and this work has been recognised today. A huge well done and thank you to all our Holly team who work hard every day to deliver exceptional healthcare to our patients.”


Paul AinsworthPaul AinsworthMay 10, 2019
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3min543

UK Customer Experience Awards winner Feefo is revealing good news for the travel industry, with a new study showing 70 percent of UK holidaymakers believe a good experience is provided by companies.

The reviews ands customer insights firm, which won Silver in the Best use of Insight & Feedback – Solution or Programme category at the UKCXA finals in London’s Wembley Stadium last year – has published a new eBook using research conducted among 500 UK consumers.

It provides exclusive insights into fast-emerging travel trends from significant industry insiders such as Karl Thompson, Managing Director of Sandals UK & Europe; Gavin Tollman, CEO of Trafalgar Travel Group, and Austin Houghton-Bird, Online Customer Experience Manager at UK Complaint Handling Awards winner Thomas Cook.

Although the research finds most consumers are positive about Customer Experience in the travel industry, 30 percent are either unhappy or unimpressed with what they paid for. Moreover, only a little more than half of the 16-24 age group (54 percent) have a positive word to say about their most recent experience of booking a holiday.

Matt West, CEO at Feefo, said: “There are still serious CX gaps in the travel industry, even though the research is broadly positive. As our highly-respected contributors make clear, consumers in today’s experience economy value consistent quality and uniqueness over mundane factors such as price.

“The relatively low level of satisfaction in the 16-24 age group, for example, indicates how too often, younger travellers don’t find the unusual or spectacular ‘Instragrammable’ experiences they demand. Or it may be the full integration of technology which they take for granted, was not available.

Matt added: “Successful operators know they must use cutting-edge customer insight tools to understand demand and keep ahead of changes in sentiment or taste.”

 

 

 


Paul AinsworthPaul AinsworthMay 9, 2019
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3min1027

Capgemini, the digital transformation firm behind major wins at the UK Customer and Digital Experience Awards, has signed a contract with EDF Energy to revamp its CX offering.

Through its cloud contact centre solutions brand, Odigo, Capgemini will offer a Contact-Center-as-a-Service (CCaaS) solution, as part of EDF’s wider Customer Experience transformation initiative. The energy supplier aims to use innovative technology to optimise the service it delivers to its 3 million customers.

Odigo will replace the existing on-premise contact centre platform with a cloud-native solution, enabling EDF to deliver a quicker, simpler, and more effective service to customers; have greater autonomy over the ongoing maintenance of the solution; and access to a full suite of features for future innovation.

As part of the multi-year deal, the Odigo CCaaS system will deliver a range of services, including routing inbound/outbound interactions, real-time monitoring, workforce optimisation, and secure card payments.

Niels Roberts, Digital, Automation and Process Excellence Director at EDF Energy, said: “Not only does Odigo have the tools and functionalities to help us deliver a great experience for our customers, but it also offers a flexible, cloud-based commercial model to allow us to continually adapt to our customers’ needs. We are excited to work with Odigo over the coming years as part of our CX transformation journey.”

Erwan Le Duff, Managing Director of Odigo, added:”Building on Capgemini’s long-standing relationship in the UK, we are delighted for Odigo now to be implemented at EDF Energy; together we will transform its contact centre telephony and support the realisation of its customer experience vision. In an age of instantaneous digital communication, effective customer touchpoints are critical to the success of an organisation – we believe Odigo’s CCaaS offering will give EDF Energy the tools to build strong customer relationships, both now and in the future.”

 


Paul AinsworthPaul AinsworthApril 3, 2019
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3min597

2018 UK Customer Experience Awards finalist Confirmit has been recognised at a prestigious US awards event for Employee Experience.

The Tech Culture Awards recognise the “best-of-the-best work cultures within the technology sector, highlighting organisations that are committed to continuously improving the work-life balances of their employees” and this year awarded a gong to Confirmit, which is among the world’s leading SaaS vendors for multi-channel Customer Experience, Employee Engagement, and Market Research solutions.

As a seasoned technology business, Confirmit – whose Director Philip Durand also judged at the 2018 UK Customer Experience Awards finals in London’s Wembley Arena – offers the stable and secure environment of a well-established company while retaining the agility and entrepreneurial spirit of a fast-moving company.

Employees work closely together, despite being based in several offices around the world, and the company offers an excellent working culture, strong career development opportunities, and the ability to make a real impact in the organisation and with clients.

Heidi Brumbach, Executive Vice President for Global Human Resources at Confirmit said: “At Confirmit, we’re very proud of our culture of collaboration and knowledge sharing. We’re honoured to be recognised for our efforts in cultivating a flexible and enriching environment that promotes employee development and encourages innovation. Our collaborative approach internally has been proven time and time again to deliver top-notch service and reliable guidance to our customers.”

The Tech Culture Awards are hosted by TMC.net, whose Group Editor-in-Chief, Rich Tehrani, said: “The mission of these Tech Culture Awards is quite simple. We have surveyed and selected companies who are looking for the best and brightest tech talent and are willing to go the extra mile to provide what they believe is the ideal tech culture.

“Confirmit has demonstrated that they are committed to growth through providing a truly distinct and upbeat environment, rewarding employees for their contributions, and focusing on work-life balance.”

Entries for the 2019 UK Customer Experience Awards, which will be held in London on October 10 are now open, across 24 categories.




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