2019 UK Customer Experience Awards: Winners Take Wembley by Storm

London’s home of champions Wembley Stadium lit up with the stars of CX as the 2019 UK Customer Experience Awards took place at the iconic venue. Hundreds of guests arrived at the event as finalists presented details of the country’s most...

Productivity Suffers as Employees Struggle to get Internal Info

UK employees are wasting two hours each week trying to track down the right information internally, which is in turn impacting the quality of customer service they deliver. That is the findings from new research by 8×8, which quizzed 2,000 employees in...

Resolver to Partner 2020 UK Complaint Handling Awards

Online complaints resolution specialists Resolver has been revealed as a sponsor for the 2020 UK Complaint Handling Awards. The free independent service is the go-to for customers to connect with businesses around the world and successfully resolve issues. The firm joins...

2019 Customer Experience Awards: The Final Countdown

The 2019 UK Customer Experience Awards is almost here, and finalists from among Britain’s most customer-centric organisations are preparing to put their best foot forward at London’s Wembley Stadium. Marking a decade of celebrating the very best Customer Experience initiatives, this...

Celebrating CX Day!

It’s CX Day, and CXM would like to wish all its readers the very best as we celebrate the hard work and professionalism of those who make memorable Customer Experiences happen. Celebrated globally on October 1, the day is championed by...

Study Shows the Power of ‘Thanks’ for Employees

New research reveals that business leaders who thank their staff experience reduced staff turnover, improved staff retention, and more successful talent acquisition. A study of 1,253 workers, carried out by workplace and incentives provider, One4all Rewards, and published in The Magic Word for...

Insurance Firms Failing to Ensure Digital Experience Satisfaction

Insurers are the least trusted companies in the UK and are unable to answer over half of routine customer questions successfully, according to new research. Digital Experience firm Eptica has released its 2019 Eptica Insurance Digital CX Study, which found that the...

Smartphone Shopping Skyrockets: Retailers Warned to Adapt or ‘Disappear’

Customers using smartphones to shop has skyrocketed by 141 percent in 12 months, according to new research. Insights tech firm Feefo has published results of a study that shows the use of laptops and desktop computers has plummeted at the same time...

October Dates for CX Masterclass in Sweden

The Customer Experience Professional Masterclass is coming to Sweden, where world-renowned CX consultant and author Ian Golding will impart his knowledge over two days in October. Taking place on October 22 – 23, the Masterclass is held in collaboration with the AROS Congress...

Kantar Appoints new CX Commercial Director

Data insight leader Kantar has appointed a new Commercial Director to drive its CX strategy into 2020 and beyond. Chloe Woolger (pictured), the former Marketing Director of Watermelon Research, will be based at Kantar’s London HQ, reporting to Tim Pritchard, Managing Director...

Genesys Leads the way in Supporting Market Shift to the Cloud

Global leader in omnichannel CX and contact centre solutions Genesys has announced the creation of two business units, Genesys Cloud and Genesys Core. The firm, which is sponsoring the 2019 UK Customer Experience Awards, is enhancing support for its diverse, global customer base, which...

Betting Firms Gambling – and Losing – on Customer Loyalty

Gaming firms in the UK are facing a customer loyalty crisis, with 96 percent of punters saying they switch betting providers every year. Customer insight firm Feefo found that despite this challenge, 93 percent of customers claim they can be persuaded...