Author: CXM Editorial

Would you like Service as an optional extra?

When we think about a slick, effective production line, we think about the car manufacturing industry, which has spent years refining this through technology, process enhancements, and innovative developments to make our cars more attractive and compelling to buy. They...

Guest Experience Training reaps long term benefits…

Exceeding guest expectations has become the strategy for hoteliers wanting to stay ahead of the competition – to ensure guests book, return and recommend. Understanding and meeting guest expectations is crucial. More than 50 per cent of a guest’s experience comes...

Do you love your customers?

Do you have customers who the minute they walk through the door you know they’re going to be spell trouble? We’ve all meet them, those who simply don’t appreciate what you offer, or with whom you’ve absolutely nothing in common,...

Voice of the customer

A revolutionary piece of software that analyses the tone of customer messages and routes them to call agents is being used by the Belgian Card Stop project. The new multilingual enterprise improves efficiency and the over all experience for customers and...

Customers say you’re doing great? Then you may be doing something wrong…

It’s a rainy Monday morning. You have the day off, but sorting out some important elements of your financial life will take a chunk of it. The school run was a Battle Royale and, frankly, you’re just not in the best...

New Health Sector

NEW Health Sector In partnership with the Patient Experience Network Note from Ruth Evans We have just held the first of our best practice events at last year’s overall PEN national Award Winner Alder Hey Children’s NHS Foundation Trust to celebrate the incredible...

Bank switch changes good for customers

New rules allowing customers to switch bank accounts within a week will put pressure on financial institutions to review the way they treat both new and existing customers. And it is about time that banks put customers at the heart of...

Case study: Kirklees Active Leisure (KAL)

Pursuing customer excellence in a challenging economic environment… Managing more than 2.85 million customers in an increasingly competitive environment, whilst adapting to a backdrop of decreasing local authority funding, is some juggling act that would leave a lot of organisations in...

Multichannel shopping – but what happened to multichannel customer service?

The retail sector is evolving in so many ways, and many retailers are implementing multichannel and omnichannel solutions with the ultimate objective of creating a truly integrated customer experience, But Steve Feeney, Account Director at Genesys, argues that an integrated...

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