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Why Retailers Should Rethink the ‘Golden Quarter’

It was the first Friday after Thanksgiving 1961 and the Philadelphia Police Department was having a bad day.  Christmas shoppers were swarming all over town, desperate to bag bargains and causing confusion and crushes at stores across the city. This might have been a Black Friday for the...

Mears Group Appoints New Chairman

UK Customer Experience Awards finalists Mears Group has appointed a new Chairman following the retirement of Bob Holt. The Gloucester firm, which employs over 10,000 people provides support services to the UK’s social housing and care sectors, has named Kieran Murphy as...

Confirmit Joins Rutgers CX Certificate Programme

Confirmit, one of the world’s premier names in VoC research, is lending its considerable influence to a new course educating the Customer Experience leaders of the future. The company – which was a finalist at the 2018 UK Customer Experience Awards...

CX in 2019: What to Expect as new Trends Emerge

“We put our customers at the heart of what we do!” This was the war cry of 2018 from the marketing community. Marketers and CX practitioners claimed that a customer-centric approach was their key focus. However, a recent Forrester Opportunity Snapshot...

Present Politics: Most Employees Neglect Gifts for Bosses

Employees could be missing out on opportunities to strengthen office relationships, as new research has revealed how most workers don’t present their boss with a token gift at the end of the year. A study of 1,000 UK workers published in...

SearchFlow: Transforming Challenges Into Exceptional Customer Experience

With not one, but two UK Customer Experience Awards under their collective belts, conveyancing search solutions experts SearchFlow clearly know customer-centricity and how it positively impacts a business. The firm won Gold for Best Contact Centre – Small at the finals...

The Human Touch: How Well do you Know Your Customer?

Is the increase in martech spend at the cost of Customer Experience? There’s a growing challenge in marketing that we’re not speaking about nearly enough. For all the investment brands are ploughing into technology to increase capability and visibility, many still...

Entries Open for 2019 UK Digital Experience Awards

The 2019 UK Digital Experience Awards is now open for entries, as the countdown gets underway to the finals which will be held in London. Now in its fifth year, the awards celebrate the ways cutting edge digital tech is used to...

O2’s Pilot Will Boost London Network Ahead of 5G

UK Customer Experience Awards winner O2 is making progress on improving connectivity at two of London’s busiest transport stations. The communications giant is working with Nokia on two Massive MIMO trials at Kings Cross and Marble Arch stations, aimed at enhancing connectivity...

Cheerio to Poor Employee Experience for Cereal Staff

One of the world’s biggest breakfast cereal brands has undergone an Employee Experience transformation inspired by one of their most iconic products. General Mills, the 150-year-old US-based maker of Cheerios, has spent the last three years transforming their HR experience, focusing on...