Archives

The Limitations of Traditional Project Management

Irrespective of the methodology used, examples of project failure are easy to find. A simple Google search will show that the Sydney Opera House was completed ten years late and a staggering 14 times over-budget. Ok, but that was completed...

Gulf Customer Experience Awards: Innovation and Expertise

For the past four years, the Gulf Customer Experience Awards have sought to reward the companies in the region that deliver outstanding customer experiences. This year, I had the opportunity to be on the judging panel for the awards, and...

New Dawn for Customer Service at NewDay

UK Complaint Handling Awards winner NewDay is undergoing a new Voice of Customer (VoC) transformation with the help of crowdsourcing service providers Limitless. The credit card firm, which was named Overall Winner in last year’s UK Complaint Handling Awards in London,...

2019 UK Customer Experience Awards: Celebrating a Decade of Excellence

Entries are now open for the 2019 UK Customer Experience Awards, which this year is marking ten years of celebrating the very best CX in Britain. The gala event will take place on October 10 at London’s Wembley Stadium, where finalists...

One bad Experience can Lead to Customers Breaking up With Brands

In an age where customer loyalty is key to repeat revenue and profits, three-in-four consumers (76 percent) admit they switch to a competitor if they have just one bad experience with a brand they like. That’s despite the fact that most...

GAME on for Customer Experience

Leading UK video game retailer GAME has partnered with Customer Experience measurement firm Service Management Group (SMG) to drive field engagement and customer loyalty. GAME is using the SMG customer feedback management platform to collect, analyse, and share feedback data while...

International Currency Provision Rises Among Retailers as Brexit Looms

Analysis of the UK’s top 250 retailers has found a 19 percent year-on-year increase in the number of brands offering the option to pay in international currency. The figure forms part of an annual performance index carried out by leading ecommerce and digital...

The CX Professional Masterclass: ‘A Milestone in my Career’

The Customer Experience Professional Masterclass led by international CX consultant and author Ian Golding, is going from strength-to-strength in 2019 with more satisfied participants than ever. The two-day class – which is followed by an opportunity to take the CCXP exam following...

Employees Express Cyber Attack Fears

The UK’s employers are failing to earn the trust of staff when it comes to dealing with cyber attacks, new research shows. The findings from insurance governance experts Mactavish reveals 43 percent of senior executives and managers believe their employers have...

Ask Ian: Should my business hire a dedicated CX professional?

Customer Experience specialist Ian Golding, author of Customer What: The Honest and Practical Guide to Customer Experience, writes for Customer Experience Magazine offering expert insight to help businesses improve their CX offering. To ask Ian a question on how to boost the...