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Forget the Rear View: Look Ahead for CX Success

Tiffany Carpenter is Head of Customer Intelligence Solutions at SAS UK, and is a Judge at the 2018 UK Customer Experience Awards.   In the ‘Age of Now’, where consumers have more choices than ever and their expectations of brands are higher...

Stylish win for StrategiQ Marketing

A “calculated risk” paid off for an award-winning design and marketing firm that has helped change how customers choose hair and beauty salons. StrategiQ Marketing won Silver in the Customer Feedback and Review category at the recent 2018 UK Digital Experience Awards,...

Why Senior Leaders Must be Accountable for Customer Experience

Most senior executives say Customer Experience is central to achieving their strategic priorities, but why do so many programmes fail to deliver on their promise? The answer often lies in a lack of senior leadership championing the CX programme, particularly...

Lessons from the 2018 UK Digital Experience Awards: Communication is Everything

 Lisa Garthside is Senior Director of Customer Experience Management at Confirmit, and judged at the 2018 UK Digital Experience Awards.    The longer I work in the Voice of the Customer (VoC) arena, the more I have come to believe in the...

Benefit by Bridging the Digital Skills Gap

The digital world offers opportunities and benefits to all of us as individuals, professionals, and businesses. It connects us, empowers innovation and permeates what seems like every aspect of our lives, yet the demand for digital skills continues to outstrip...

Generation CX: Getting Customer Experience Right for all Ages

Every customer is different – some love exploring new technology, some don’t, and some are indifferent, ready to use it when they need to. This is why taking a one-size-fits-all approach to customer service rarely works. For example, millennials tend...

The Superior Omnichannel Experience

In a constantly connected and mobile society, providing an omnichannel customer service has become indispensable for brands looking to connect with busy customers.  A phone conversation is no longer the only means for customer interaction; customers today communicate via SMS, email, social media...

Spindogs Inspired by Awards Success

Here at digital marketing agency Spindogs, we were extremely excited to have won Silver for Agency of the Year at this year’s UK Employee Experience Awards. This esteemed event recognises and rewards great employment initiatives and celebrates employee practices across many...

World Cup Fever Fired up Online Retail, Report Finds

Football might not have come home after all, but the World Cup added a kick to recent online retail sales, according to a new report. The latest IMRG Capgemini e-Retail Sales Index reveals a 16.9 percent year-on-year (YoY) growth of retail sales in...

Seven Key Principles for Improving Customer Experience

When I tell people that I work as a Customer Experience Consultant, most of them assume it’s just a fancy title for a customer service agent, immediately envisaging call centres and headsets. Whilst Customer Experience does include customer service, it also...