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Author: Claire Bonniol

By  Claire Bonniol

March 13, 2020

Investment Banks and Financial Services: Ready for CX?

‘Poor Customer Experience’ is costing financial institutions $10 billion in revenue per year, a figure that was revealed in 2019 by a Fenergo research. In the context of a troubled economic environment, cost wars, and a need for transparency, it...

By  Claire Bonniol

March 14, 2019

CX is in the Air: Communicating Quality Through Branding

I am always inspired by corporate brand image when assessing the Customer Experience maturity of a company, since these values and the brand positioning form the blueprint for future consistency. Delivering a consistent, attractive service requires that a corporation explains...

By  Claire Bonniol

March 22, 2018

The ABCs of Customer Service Excellence

You might look at some other companies with envy, the kind of companies that customers love – which create buzz and are referenced by impressed CX professionals. Yet your own company could be the kind that others look up to when...

By  Claire Bonniol

December 14, 2016

Customer X at Xmas

As we gear up for Christmas and increasingly rely on online retail rather than the high street for our shopping, it is worth taking a look at the quality of service we receive as an online shopper. In our survey...

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