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ContactEngine & BT: An Award-Winning Partnership

Among the successful partnerships at this year’s UK Customer Experience Awards was ContactEngine and BT Enterprise, which together won Gold in the Use of Technology category. The winning team secured the title following a presentation on the success of BT’s ‘Brilliant Installations’...

Apps Losing Customers on Path to Purchase

Opportunities to turn app users into paying customers are being missed, a new report has indicated. The findings by mobile attrition and analytics firm AppsFlyer show that marketers are missing their chance when it comes to converting, with the average share...

Customer lifetime value: a winning CX metric

Customer lifetime value simply helps businesses understand the importance of customer retention. It is crystal clear that the revenue depends on the customers and how long they are willing to stay with a company. Whether we talk about the small,...

Employees’ Failure to ‘Improvise’ Affecting Customer Satisfaction

The ability of workers to improvise and innovate while on the job is being underused, a new report has revealed. A study of 1,000 workplaces published in Thinking on your feet, a report by the commercial subsidiary of the Royal Academy of Dramatic Art, RADA...

Automation and the ‘Passenger of the Future’

The global aviation industry is facing many complex challenges – none more pressing than the increasing expectations of customers looking for a personalised travel experience. The internet and social media have given customers direct access to airport and airline staff,...

The Value of ‘Keeping it Simple’ for Improved CX

  If there is one lesson Phil Durand (pictured), Director of Customer Experience Management at Confirmit re-learned as a judge at this year’s UK Customer Experience Awards, it’s that there is real value in making things as simple as possible… The aim of Voice of...

‘Where’s my Order?: Three Tips for Boosting Delivery Experience

There’s nothing worse. You book an entire day off work to receive a delivery. You spend the whole time waiting for the doorbell to ring because you don’t know what time the delivery will arrive. You nip out to the back...

Reputation in a Noisy World of Endless Choice

The rise of online retail continues to gather pace and consumers are rapidly migrating their spending habits away from brick and mortar to shopping through digital devices. ONS data shows that ecommerce market size reached £137.38bn last year, with 82...

How to Nail your Digital Interview

Some say there has never been a better time to be searching for employment. It is true that the whole process has significantly improved, especially with the growth of technology and the internet. Plus, long gone are the days when...

The Attrition Mission: Managing Transient Customers

It’s never been easier or quicker to switch suppliers and service providers, with digital innovation and digital disruptors providing customers with the opportunity to make a change in super-quick time. Such is the freedom of choice and the ease of...