Archives

Customer Experience: Where Will 2019 Take Us?

UK Customer Experience Award winner Feefo has revealed its top five CX predictions for 2019. The firm is a leader in reviews and customer insight technology, and last year won Silver in the Best use of Insight & Feedback – Solution or...

Rugby Team Scores With CX-Style fan Engagement

A Reading-based rugby club is reconnecting with supporters after pioneering a ‘fan experience’ similar to the Customer Experience initiatives that have revamped the fortunes of firms across the globe. London Irish RFC, which was founded in 1898 by Irish expats, currently shares...

Programmatic Marketing: Beyond the Numbers

With the range of innovative technology at marketeers’ fingertips, now more than ever it’s possible to follow a customer’s online and offline footprint to create truly bespoke communications. However, the devil is in the detail, and bad channel orchestration often...

Dubai to Host Workers Incentives Conference

The First Workers Incentives and End of Service Benefits Conference & Exhibition will take place in Dubai in February.Under the patronage of the Federal Authority for Government Human Resources, the event will be organised by Mondial Dubai LLC, the leading financial advisory...

Five key Aspects of Service Design

This article is co-authored by Amjid Rasool, Head of Service Design at Tesco Bank, and Paul-Jervis Heath, Founder of Modern Human.      In 2017, we embarked on a redesign of how the bank handled complaints. From the work we identified what we...

Drone Danger: How Airports can Minimise Chaos for Customers

In recent weeks, drones have caused significant disruption at two of the UK’s major airports, Gatwick and Heathrow, halting operations and causing chaos for customers. Reported sightings of drones at Gatwick in the run-up to Christmas, one of the busiest times...

Zurich Becomes First Insurer to Offer Sign Language Service

2019 UK Complaint Handling Awards finalist Zurich has announced a new sign language service for deaf and hard-of-hearing customers. The firm, which has its UK headquarters in Whiteley, is partnering with British Sign Language (BSL) Online Interpreting Service SignLive to introduce the...

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...