Author: Greg Wilson

Pfizer develops CX metric for pharma field reps

Every industry needs to develop its own flavour of CX. Some industries are further ahead like retail, banking, telecoms. Other sectors are just starting out, such as construction, engineering, media, or pharma. Within a heavily regulated industry like pharma, any customer...

Capital One makes employee engagement key to CX strategy

Capital One isn’t your usual bank. In fact it doesn’t even think of itself as a bank. It’s more of a technology company that happens to offer banking services. That subtle difference is reflected in its approach to employee and...

HSBC puts CX strategy at the heart of global operations

Intensified competition, skyrocketing client expectations and mounting cost pressures has pushed retail banks to reassess customer experience (CX).HSBC is no different. Since 2022, the bank has been building a customer first culture, overhauling how it measures CX and re-examining its...

Most organisations are badly run, says expert

Most organisations are badly run. Anybody who has ever been an employee has an anecdote about a dysfunctional organisation, populated with inexplicable decision making, toxic culture and crazy line managers. “Most organisations are poorly run, and there are repeating patterns that...

Mitsubishi Motors Canada introduces AI-powered assistant

Mitsubishi Motors Canada has revamped its online customer journey with the introduction of an AI-powered Intelligent Companion (IC). The virtual assistant provides prospective buyers of the 2025 Outlander a personalised, interactive, 3D guide to the vehicle’s features. “For us it is...

Oh Polly improves NPS with revamped returns experience

Fashion brand, Oh Polly has boosted its net promoter score (NPS) and cut its cash refunds, by overhauling its returns process. The online retailer started working with Loop Returns in 2023 to transform its returns experience for customers and improve...

Medallia/Ipsos report highlights changing nature of customer loyalty

Nearly everybody agrees that customer loyalty is a vital ingredient of CX. In a recent co-authored report from Medallia and Ipsos, 97% of industry pros said that loyalty is critical. But aside from the headline figure, the report drew a...

Here’s how to improve your networking

If you ask Coach Jerry (also known as Jerry Seufert), there’s no substitute for getting out there and networking. Log out of LinkedIn, get in your car (on public transport, whatever) and head out to an event. The nature of...

Customer Experience World Games prepares for June launch

The Customer Experience (CX) World Games makes its return next month. The initiative, which started in 2020 in COVID, brings together a global taskforce of CX practitioners to solve customer experience dilemmas for charities. Around 250 people are expected to register...

AI is transforming businesses, but what happens to the CX jobs?

Artificial intelligence is changing the competitive landscape at an unprecedented rate. It’s easy to get the impression that if an organisation isn’t using AI, it is already falling behind. And that may well be true.A survey by Medallia claims that...