Archives

Customer Vulnerability: The Next PPI?

As we’re all aware, PPI represents the largest consumer mis-selling scandal this country has seen. UK lenders collectively expect PPI to cost them close to £50 billion in total, having already paid out over £48 billion in compensation and admin...

2020: Celebrating Five Years of the CX Masterclass

The Customer Experience Masterclass is preparing to celebrate its fifth year of providing unparalleled CX knowledge to audiences in the UK and beyond. 2020 will mark five years since the founding of the Masterclass, and January will see international consultant and...

Adapting to Customer Needs: The IKEA Example

In 2005, IKEA opened a large store in the United Arab Emirates.UAE residents and citizens visited the store in droves, enjoying the unique IKEA shopping experience.I still remember when I came to the UAE in 2007 and everyone...

Don’t Sell Yourself Short: The Challenges of the Modern Seller

The nature of selling is evolving at an exponential rate. Thanks to the internet’s provision of easy to access information, buyers no longer look to sellers to educate them on products and services. Research from CSO Insights reveals that 70...

The Importance of Self-Awareness

Have you ever missed an opportunity only because you didn’t know that you could have made it once you think positively about your hidden powers? It’s crucial for anyone to know how important it is to start thinking and improving...

US Chain Hires Nurses to Check Employee Sick Day Claims

US Mexican food chain Chipotle is employing nurses to validate the claims of employees who call in sick, its CEO has revealed. The chain, famous for its burritos, tacos, and guacamole, provides nurses to check the claims of workers who call...

Digital-First Futures Being Driven by Younger Customers, Report Underlines

Companies must provide digital-first omnichannel experiences to meet consumer expectations and effectively compete in the experience economy. That is the key takeaway from the third annual 2019 NICE inContact Customer Experience (CX) Transformation Benchmark report, which details how understanding younger generations’ use of – and...

Six CX Factors Shared by Award-Winning Firms

Idit Aloni is Head of Product Marketing at Amdocs, and has over a decade’s experience consulting and leading Marketing and Customer Experience within large organisations globally.   Recently, I’ve been feeling like a child in a candy shop, as I had the...

Retail and the Data Revolution

What’s really driving the change in how we shop? As we dive head-first into the holiday season, we can expect to see a familiar set of stories about the changing face of the retail industry. Headlines will no doubt focus...

Black Friday Footfall up on Last Year

This year’s Black Friday footfall increased by six percent compared to 2018, despite challenges including Brexit uncertainty. Official data from ShopperTrak shows that overall footfall for the year sits 0.2 percent up against the same period last year. Saturday, meanwhile was expectded to be the...