Archives

Why it’s Time to Treat Personalisation as a Product

Personalisation is now firmly engrained in every marketer’s vernacular. From the simple ‘salutation’, right through to more complex behavioural tracking for subsequent ‘predictive offers’, but despite great inroads in data and technology capabilities that can drive relevant and personalised experiences, many brands...

Firm’s Struggling With Post-GDPR Data Access Requests

UK businesses have struggled to handle an upswing in personal data access requests since General Data Protection Regulation (GDPR) came into force, it has been revealed. Research by business process outsourcer Parseq was conducted following the first anniversary of GDPR, and shows...

Five Steps to Boost Your Digital Efficiency

It’s important for brands to provide a great experience every time a customer wants to engage. As the channels to engage continue to expand, brands will want to be accessible and ready to serve. Research indicates that customers who start...

Gulf Customer Experience Awards 2020: Entries now Open

The Gulf Customer Experience Awards will return to Dubai for 2020 in a new-look ceremony that will celebrate the very best CX strategies in the region.Hosted by Awards International, the 2020 finals event will take place in Dubai’s Conrad Hotel...

2019 UK Digital Experience Awards: Winners Celebrate at London Final

The victors of the 2019 UK Digital Experience Awards have celebrated success in London, with swimming school Swimtime making waves by being crowned as the day’s Overall Winner. The event at London’s Park plaza Riverbank saw firms from across Britain present...

Why Study Applied Customer Experience at Pearson Business School?

Whether you’re looking for a qualification to validate your existing experience in the field, or you’re starting out in a CX role and want to attend a course to help establish your career, the Applied Customer Experience Course could be...

The Case for Customer Centricity in GDPR Compliance

In the scramble to achieve last-minute compliance before the General Data Protection Regulation (GDPR) deadline last year, many companies engaged in some ‘privacy theatre’ – adopting basic consent models, and meeting the requirements just enough to comply with the new...

Warning for Finance and Utilities Over Growing Customer Satisfaction Perception Gap

UK financial services and utilities businesses are underperforming when it comes to complaint handling, despite their growing belief that customers are satisfied with their performance. That is according to Huntswood’s Complaints Outlook 2019 report, which combines research from financial services and utilities firms...

Learning From the Best at the CX Professional Masterclass

Another group of passionate Customer Experience professionals has benefitted from a Masterclass with world-renowned consultant and author Ian Golding. Held this month in the Stevenage Business & Technology Centre, the CX Professional Masterclass saw attendees from across the UK attend the...

Healthy Mind, Healthy Business

Client and commercial focus have always been important with consistent high quality seen as a key brand value. When I was Director of Client Services working in TV, our clients were other broadcasters. We provided all the elements that make...