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Understanding and Maximising the Power of Customer Experience

Customer Experience Management holds increasing potential for organisations wishing to differentiate themselves, but without a cohesive strategy long-term CX improvement is almost impossible. Synergy Consulting’s business assessment and 13-part proprietary CXM Maturity Model works hand-in-hand to establish enterprise readiness, and...

Meet & Veg: ‘Pointless’ Meetings Costing Companies

Poorly organised meetings are costing time and money for the UK’s employees, a new report has found. Online scheduling platform Doodle has released its The Doodle State of Meetings Report 2019, based on data and new research conducted with 6,528 professionals in...

Boss Baby: Big Business Urged to Contribute to Employee Childcare

Bigger UK businesses should pick up the childcare tab for employees, according to a new survey of parents. Research commissioned by Cuckooz Nest, a workspace with integrated nursery and sister company to Cuckooz, has found that 85 percent of parents believe...

Five Simple CX Improvements to Make Today

Customer expectations have changed; by 2020 it’s predicted that Customer Experience will overtake price and product as the key brand differentiator. Consumers are on the hunt for ease, simplicity, and fast-paced results and assume there’s always a better way to access...

Cheers to new Virgin Wines Partnership with Natterbox

UK Customer Experience Award winner Natterbox is set to help Virgin Wines create a more personalised service for its users. Part of the wider Virgin family – which has itself enjoyed UK Customer Experience Awards success in recent years – Virgin...

EX Report Reveals Professionals ‘in the Driving Seat’ in 2019

Employee Experience will continue to be a major factor in business success in 2019, according to a new US report that reveals staff will look elsewhere for work if professional development opportunities are not offered. Recruitment firm The Execu|Search Group has released...

Rekindling Customer Loyalty in a Multi-Channel World

Endless queues, stock shortages, and unmasked frustration: this is a sight which has been all but erased by online shopping. Gone are the days when customers would have to worry about closing hours; now customers are only a click away...

Is Your Focus on Yourself or Your Customers?

We often oversimplify what we believe a customer’s need is, often due to the fact that many organisations view customer needs through an internal lens. “Because we sell widgets, our customer must need widgets. Our customers must want them to perform reliably, have...

Five Ways Retail Will Fight Back in 2019

Retail disruption is now a market ‘given’ and many think that the future is starting to look brighter.  Why? Because winning retailers are grasping the technology to innovate; enabling them to develop new business models, drive operational efficiencies, and improve Customer Experience....

Beat the Chatbot Backlash by Striking a Balance

Forrester has predicted that this is the year “the backlash against chatbots will begin”, but you could say that it has already begun. Headlines painting chatbots as a disappointment, and articles highlighting the funniest chatbot fails are easy to find, yet implementation isn’t...