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Boards Looking at IT to Improve Customer Experience

New research has shown that boards are not only looking at Chief Information Officer’s (CIOs) to address operational efficiencies and IT performance, but are also focused on how they can become more customer-centric. The Harvey Nash/KPMG CIO Survey of 1,200 UK CIOs...

Creating Global Customer Personas in Seven Steps

Creating personas is extremely useful in helping businesses understand their customers better, as well as giving them a shared view of customers across the organisation. So, it’s well worth spending time doing research and gathering as much information as possible...

Bored of Black Friday?: The Rise of Relevancy in Price Wars

Success on Black Friday rests on one key piece of wisdom: know your customer. Previously, the most attention-grabbing part about Black Friday promotions was time-limited amazing bargains. However, now there are signs that some consumers are getting bored of the...

CX and Marketing Tech

Many companies fail to realise the full benefits of their investment in marketing technology – martech. Research suggests that great Customer Experience can bring up to three times RoI for the business, but for most companies this is not a...

Matching Business Growth With Customer Satisfaction

Being part of a rapidly growing company is always exciting, but also exacting. It’s completely normal to feel like there isn’t enough resource to deliver the excellent customer service levels expected of your business. Although this seems like a problem,...

Ask Ian: What Does Awards Success do for my Business?

Customer Experience specialist Ian Golding, author of Customer What: The Honest and Practical Guide to Customer Experience, writes for Customer Experience Magazine, offering his expert insight to help businesses improve their CX offering.  You can also join Ian for the upcoming CX...

Premium WiFi Keeps Passengers on the Right Track

Unforeseen delays, technical faults, and weather conditions: these are some of the everyday issues which can cause disruption for Train Operating Companies (TOCs), resulting in a poor passenger experience and dissatisfied customers. For TOCs, ensuring all passengers enjoy a comfortable and...

Let’s not Squander this Opportunity to Reduce Consumer Detriment

Change is afoot! Or at least there’s opportunity for change. It comes in the form of the government’s recent Modernising Consumer Markets Green Paper. At the moment, many of our markets are not working for consumers the way they should...

How Important are Customers to your Innovation Journey?

Innovation is the lifeblood of business, with great ideas being the pump that keeps it flowing. Innovation keeps business moving forward, whether it’s by one percent gains, like the British Olympic Cycling Team, or with ‘big hairy audacious’ new ideas...

Frontline Staff: The Font of Customer Experience Knowledge

Over the years we have seen that the fastest, most efficient way of diagnosing Customer Experience issues is talking to your customer-facing teams. Here is a quick primer on what to ask them. Having started my career in customer support myself,...