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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...

Demand for DX Simplicity as Customers Crave Convenience

In an age where marketers look to enhance and differentiate their digital offering, 68 percent of consumers are crying out for brands to keep their experience simple, while 92 percent want mere convenience, a new report has shown. Experiences have become too...

Neural Machine Translation and Native Customer Experience

In this digital age, an increasing number of brands are expanding internationally and attempting to reach new customers and audiences across the globe. The necessity of being able to speak to these consumers in their own language is more vital...

OBE Honour for Cranfield School of Management Director

Professor Lynette Ryals of Cranfield School of Management has been awarded an OBE in the New Year’s Honours List for services to Higher Education. Cranfield School of Management works alongside Awards International to ensure the scoring process at events including the UK...