Archives

Rebuilding Trust in the Broken Energy Market

Since privatisation, a few large suppliers have dominated the UK’s energy market.  Their reliance on legacy systems and traditional Customer Experience methods – gargantuan call centres which pass you around from siloed team to siloed team, complex bureaucracy, and bloated...

The CX Balancing Act: Reducing Friction and Increasing Desire

As a Customer Experience leader, it’s easy to feel like you’re pushing a boulder uphill trying to align your organisation around the customer. The reasons are many. CX is still a relatively young field. It’s broad and spans business units and...

Raveolution 2017: Highlights of London’s CX ‘Carnival’

The customer engagement firm Rant & Rave’s conference, Raveolution 2017, gave one of London’s most iconic music venues, Electric Brixton, a carnival twist this year when it took place in November.   Following in the same vein as previous Raveolutions, attendees...

Survive Christmas by Beating the Four Forces Threatening Your CX Offering

From British Airways’ infamous IT meltdown to British Gas’ £9.5m Ofcom fine for billing mistakes, businesses are increasingly finding that poor Customer Experience is costing them dearly. Events such as customers being unable to get an update on when their...

Silo Slaying for the Ultimate Omnichannel Experience

There will always be customers who buy the latest product from a brand as it becomes available, from smartphones to sports shoes. Equally, there are customers who do their research and know precisely what they want to buy, down to the...

Instagram for Business Marketing: 10 Myths You Should Ignore

Instagram is one of the most relevant social media platforms, with more than 800 million users – a big opportunity for organisations looking to grow a large following. Understanding how to direct even a portion of that attention towards your products...

‘Prisoner’s Dilemma’ Chart Predicts Pound’s Chances as Brexit Talks Continue

Following the recent deal between the UK and the European Union  to move onto the next phase of Brexit negotiations, financial experts are trying to predict what the new political landscape means for the future of Sterling. Now Dutch lender ING...

Banking on CRM to Keep Customers Saving

Customer Experience is an increasingly important task for any business, especially in retail banking. The sector is still working to repair its reputation in the wake of the financial crisis. New technology increases the avenues of engagement and customers are becoming...

Are SMEs Being Beaten at Their Own Game?

SMEs have long been the masters of a personalised approach to business, but with larger organisations making the most of e-commerce to personalise the customer journey, smaller businesses must keep up or risk losing out on their home turf. Business-to-business (B2B)...

Five Lifelong Career Skills Earned Working in a Call Centre

The way call centres work has evolved significantly in recent years, with the technology used becoming more sophisticated than ever. But despite these advancements, call centre managers and staff still need to be at the top of their game to meet...