Archives

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...

UKCXA Winner Octopus Energy Launches in Germany

Multiple UK Customer Experience Awards winner and entech pioneer Octopus Energy today launches in Germany on a mission to disrupt the market and deliver contract freedom and innovative tariffs for customers. The new business Octopus Energy Germany is targeting 1 million...

Money Talks or Budget Walks: Delivering a Return on CX Investment

The world has changed in 2020. In addition to COVID-19, we have seen seismic changes in the way consumers behave, and the extent to which companies and their ethics are being put under the microscope. The desire to examine, interrogate...

Develop Digital Customer Relationships, Not Single Purchases

COVID-19 hasn’t just driven an unprecedented upsurge in web activity; it’s sparked a huge shift towards digital-first living and behaviours that look set to become permanent changes. Alongside record levels of time spent online, the year so far has seen...

Winners Announced: International Customer Experience Awards 2020

The winners of the 2020 International Customer Experience Awards have celebrated victory following the full day of the Finalists’ presentations live online. The third edition of the awards event saw contenders from across the globe gather online to compete for the most coveted...

Making Change Work

The aim of every CX programme, of course, is to add value over the long term – not just following the excitement of a launch or major overhaul. It should enable organisations to gather feedback from stakeholders, to analyse and...

Adaptive Applications are Data-Driven

One of the first things people see when they look in my reef tank is an amazing example of a Zoanthid. In other words, a coral carefully curated through years of dedicated attention. They’d see the beauty of a different...

The Three Language Changes You Can Make to Instantly Smooth Out Your CX

Tone of voice matters. So far, so unsurprising. I’m a writer. I would say that. But what if I told you 97 percent of your UK brand and marketing colleagues agree? At Schwa, we’ve just run a big piece of research asking senior...

Medallia Collaborates with Oracle Cloud CX to Help Brands Reinvent Customer Service Engagement

Medallia, a global leader in experience management and a member of Oracle PartnerNetwork today announced it plans to integrate with Oracle CX Service to deliver real-time feedback on what customers think and feel about customer service interactions with a brand....

5 Lessons About DX Transformation I Wish I’d Learned Sooner

I recently had the pleasure of judging the UK Digital Experience Awards, in the Analytics and Use of Data category. After the scores had been submitted, the virtual awards ceremony was over, and we’d exited Zoom, I was struck by a...