Archives

Storytelling: The Secret to CX Success

Phil Durand is Director of CX Management at Confirmit and  judged at the 2018 UK Customer Experience Awards. The nominees for the Best Use of Insight & Feedback category – which was won by BT Consumer – at this year’s UK...

Social Customer Care: Time to Engage!

If it helps to increase business exposure and connect directly with the target audience, why wouldn’t brands want to engage with their customers on social media? Done well it has the power not only to boost levels of engagement but...

Winning at Wembley: The 2018 UK Customer Experience Awards Champions Celebrate in Style

The 2018 UK Customer Experience Awards brought the best of British customer centricity to London’s home of champions, Wembley Stadium, for the most successful CX event the country has seen to date. Over 900 people gathered under the iconic arch of...

Constantly Connected Customer Service: The Future is Both Human and Digital

Staying in touch is not difficult in today’s technology-driven, interconnected society. The wealth of smart devices and innovative apps at our disposal mean that instant communication is at our fingertips, transforming the way we shop and engage with brands. Businesses now offer their...

Curbing Customer Complaints Post-Purchase

Brits are famed for their politeness, but if a consumer has a bad experience, you can guarantee they will tell their friends, family, and colleagues about it.  Bad news really does travel fast and wide – especially when unhappy customers take...

Confirmit’s Claire Sporton Makes Impact at CXPA Awards

Senior Vice President of Customer Experience Innovation at Confirmit, Claire Sporton, has been named a winner of the 2018 CX Impact Awards by the Customer Experience Professionals Association (CXPA). The CX Impact Awards were held to mark CX Day, a global day celebrating...

Future is CX: Conference Welcomes UK’s Customer Experience Leaders for Day of Insight

The Future is CX conference at Microsoft HQ in reading saw the UK’s most talented Customer Experience professionals pass on wisdom to enthusiastic attendees, and shine a light on where customer-centricity is headed. The event was hosted by Awards International and...

Customer Experience: The Agony and the Ecstasy

Basia Szumska-Hare, a Global client Director at Capita IT Enterprises is a judge at the 2018 UK Customer Experience Awards. It’s been one of those days today, I feel terrible, and it’s all about one of my customers. I won’t go...

2018 UK Customer Experience Awards: Using Insight and Feedback to Drive CX

Tiffany Carpenter is Head of Customer Intelligence Solutions at SAS UK, and is a Judge at the 2018 UK Customer Experience Awards. I’m delighted and excited to be on the judging panel at the 2018 UK Customer Experience Awards, which are taking...

Replicating a Luxury Shopping Experience Online

Buyers of luxury goods are highly discerning; they expect a superior, pleasurable, high-end experience that matches the price tag. That’s why luxury retailers have to differentiate themselves with extremely high levels of service, going above and beyond the average shopping...