Archives

UKCXA Finalists Feefo Provide Review Platform for Mazda

UK Customer Experience Awards finalist Feefo has teamed up with Mazda Motors UK to offer its CX platform on the car giant’s website.  The deal will enable potential owners to explore the most trusted source of information about the company’s range of...

Powering Loyalty Programmes Through Brand Partnerships

The age-old argument tells us that retaining existing customers is cheaper, and more strategically sound, than acquiring new ones. Retention strategies, however, are often a huge challenge for marketers, who find it easier to throw money at quick wins upon...

Top Tips for Managing Your Digital Communications

Technology is constantly delivering new methods of communication to the workplace in abundance. There are so many different communication channels available, we often question which one is best to use and what for.  Sometimes, issues occur when we don’t question,...

Seeking a World of Engaged Employees: An Interview With Gethin Nadin

Gethin Nadin is a world-renowned Employee Experience expert, who has lent his knowledge to the judging panels of events including the UK Employee Experience Awards.   A psychology graduate, Gethin understands the thought process behind what brands need to ensure effective employee...

AI Empowers CX Employees…but we’re Measuring the Wrong Things

At its best, science fiction taps into our contemporary anxieties to predict the fate of humanity. An episode of Doctor Who, for example, featured robotised mega-corporations, human irrelevance, and despair. The Doctor may be sci-fi fantasy, but the issues are...

Emotions as the next frontier for AI

Explaining to a child how to cross the street in front of their school without being hit by a car only takes a few repetitions and their knowledge can then be generalised to most roads and vehicles. It would instead...

5G: The Data Ownership Debate

5G, the latest generation of cellular network, is dominating media headlines and capturing everyone’s imagination. Among all this noise, one of the growing topics of debate is the continued relevance of Wi-Fi in a 5G world, with many commentators starting...

Customer Expectations of Delivery and Returns

The delivery process plays a vital role in the overall Customer Experience journey. Get it wrong, and you risk damaging your reputation with customers, losing out on repeat purchasers. Delayed deliveries, inadequate communication, and unexpected tariffs all have an impact...

Understand Customer Perception Before Chasing Customer Success

As defined in the Cambridge Dictionary, the meaning of “perception” is a thought, belief, or opinion, often held by many people and is based on appearances. It’s the quality of being aware of things through the physical senses, especially sight. Now...

Image Problem: Google Gives Inaccurate Picture of Women in Senior Roles

Data harvested from Google Images has revealed the extent to which women around the world appear to be underrepresented in senior management roles, compared to the actual number of women holding these posts in real life. Global data provider Creditsafe replicated a...