Author: Greg Wilson

UK Customer Experience Awards opens for entries

Neil Skehel, CEO, of Awards International on stage at the UK Customer Experience Awards 2024.The 16th edition of the UK Customer Experience Awards has opened for entries. The annual event will bring together CX consultants and the biggest names in...

Aktif Bank embraces a CX mindset as it expands digital services

In the digital banking sector, where a range of competitive services are a couple of browser clicks away, establishing and growing a customer base requires more than just online functionality.To create a competitive edge, Aktif Bank has spent three years...

From Stansted to New York: Sally Alington builds a CX powerhouse

The year has barely begun and Ethos Farm, the CX consultancy founded by Sally Alington, has already opened an office in Mexico, upgraded its technology offering and closed a major deal in Saudi Arabia. But those who’ve met the ebullient CEO...

Dovetail streamlines CX reporting with AI

Dovetail is aiming to slash the time it takes organisations to identify customer experience (CX) problems, solve them and close the loop. By integrating artificial intelligence features throughout its product suite, the vendor claims to enable companies to rapidly compile...

Chief marketing officers are poised to take over the boardroom  

Rupert Bedell is one of a few chief executives who’s made their way to the top job via the marketing department. Before arriving at Fasthosts, he’d occupied senior marketing roles with American Express, NatWest, HSBC and Barclays.The evolution of the...

OpsTalent puts low staff turnover at heart of success  

Low pay, high stress, and poor career prospects are some of the reasons cited for high staff turnover in business process outsourcing (BPO). Attrition rates among frontline staff vary from 26% a year to 40% (and sometimes higher).A 2024 poll...

Talkmobile punches above its weight with CX focus

At the end of 2022, Talkmobile, a UK-based mobile operator, had a Trustpilot score of 2.2 out of 5. Just two years later, it was the highest ranked mobile operator on Trustpilot with a score 4.7 out of 5. Its NPS...

Wunderkids rolls out Tidio AI chatbot to solve customer service woes

Wunderkids has deployed Tidio’s AI powered chatbot to accelerate its customer service. The small team behind the online retailer of high end baby play matts had struggled to respond to a high volume of product-related customer queries, Wunderkids’, quickly identified Tidio,...

Zurich Insurance ‘thinks global, acts local’ with CX strategy

Zurich Insurance by anyone’s standards is a hugely successful firm. It has nearly 60,000 employees, a presence in 200 countries and operating profit at the end of 2023 of $7.4 billion — a 21% upsurge on the previous year. Unfortunately, success...

Care, share and trust: how ALA Insurance become industry disruptors

Two new hires are expected to begin their careers at ALA Insurance in December, a family owned and run firm based in rural North Yorkshire. They’re joining an organisation that by any measure is thriving. Sales are up 32% year-on-year...