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CXTrendTalks: Martin Hanley, CX Activation Manager and Chloe Woolger, Commercial Director CX, Kantar UK

Martin Hanley, CX Activation Manager and Chloe Woolger, Commercial Director CX, Kantar UK explore the future of CX and what needs to be done to ensure the customer is placed at the heart of the organisation. See the whole presentation and...

CXTrendTalks: Jamie Thorpe, Head of Experience Management (XM) and Katherine Shipton, Associate Director, Ipsos MORI

Jamie Thorpe, Head of Experience Management (XM) and Katherine Shipton, Associate Director at Ipsos MORI dive deep into results of CX Voices 2020, an inaugural market study of both client and agency side CX Professionals. See the whole presentation and Q&A...

CXTrendTalks: Maxie Schmidt, Principal Analyst CX, Forrester

As part of CXTrendTalks at the 2020 UK Customer Experience Awards, Maxie Schmidt, Principal Analyst CX at Forrester shared The Top 5 CX Predictions for 2021. Trust, safety and inclusion are some of the key elements customers will be looking...

A Story of Hope

Let’s not beat around the bush (an interesting saying!), 2020 has been a tough year and it’s not over yet. But I wanted to share my story, it may just provide some hope to those facing redundancy and/or are thinking about...

International Business Excellence Awards 2020: Meet the Winners

The winners of the International Business Excellence Awards 2020 have been revealed yesterday at the Live Online event, celebrating teams and individuals for the outstanding work done by businesses worldwide. Finalists were competing to secure Gold, Silver and Bronze titles across...

What Christmas Shoppers are Looking for This Festive Season

With Christmas markets and Santa’s Grottos cancelled in many cities, it may seem as though traditional Christmas preparations are losing much of their sparkle and cheer this year. As a consequence, savvy retailers are looking for new ways to engage...

The Greatest Brands are the Ones that Take ‘Onus’ of Customer Experience

Customer experience is about brands demonstrating their commitment to prioritising and anticipating the problems of the customers. They are taking the onus to provide a solution to the customers. One of the frequent problems that most customers face while purchasing...

The Secret Behind ROI on CX: Harnessing the Power of Data

Did you know that the average organisation analyses just 2 per cent of all customer interactions and it’s mostly for random checks? It’s become common knowledge that acquiring a new customer costs 25 times more than keeping an existing one. Yet,...

Why Workwear is Important for Remote Employees

As new lockdowns come into effect, remote working is becoming more widespread again. Offices have been instructed to close in order to manage the spread of the virus. While some workers jumped at the opportunity to go back into offices...

Customer service strategy: Get ready for the holiday season

Up until now, annual customer service strategy for the busiest shopping period of the year have been set in stone, agreed months in advance. But in 2020, many retailers have been forced to concentrate on merely staying afloat as they...