Archives

Can CX Translate in Cosmopolitan Cities?

With our cities becoming more international and multicultural, and people travelling extensively for leisure or business, Customer Experience is no longer immune to cultural differences and issues that characterise our societies. If we consider a cosmopolitan city like London ,with more...

Winner Focus: Skipton Building Society

Helping those living with dementia lead full and active lives earned a branch of Skipton Building Society a UK Customer Experience Award. The team from the Bury branch were among the winners at the gala awards final at Wembley Stadium back...

The Power of Asking Why

At November’s Lisbon Web Summit, SurveyMonkey CEO, Zander Lurie presented a keynote speech on ‘The Power of Asking Why’. Zander revealed SurveyMonkey’s latest research on how curiosity is driving business innovation and why curiosity is the next big thing for leaders...

Passion From Pain: How Trauma Ignited CX Success

Sometimes in life we need a little push in the right direction to help us realise our goals or follow our dreams. In some cases that push is a gentle nudge, while in others it’s getting shoulder-charged by a New Zealand...

GP Circles: A New Model of Collective Leadership

The growing shortage of GPs and cuts in funding following the removal of the Minimum Practice Income Guarantee in 2014 provoked a big increase in workload at General Practices across the country. The problem was compounded at Jubilee Street Practice in...

Bank Begins AI Service on App

Bank of Scotland has incorporated AI into its new mobile customer service. A new virtual assistant is being made available for iPhone users who download the bank’s app. The AI bot has been trained to answer common questions from customers, with...

Our Survey Says…

Customers…the lifeblood of any business. We want to know what they want, and how they want it. We need to know their needs, and we like to know their likes. Such valuable data can help us fine-tune our firms to better...

The Changing Complaint Culture

Research has shown that consumers have increasingly lofty expectations in our digital world, and woe betide any organisation that fails to take this on board. Gone are the days when customer dissatisfaction meant a polite letter posted off and eventually forgotten,...

iPhone X Factor

The new Apple iPhone is in the centre of attention, with reviews coming in thick and fast. Here is an overview of the long-awaited iPhone X, which – even with just a few months left in the year – is set...

Create Product Photography Customers will Love

As an online business, it’s crucial that your product photographs are outstanding, to encourage browsers to buy. Perceived value of your products and the trustworthiness of your business will often lie in the quality of your web design, which includes high-quality,...