Archives

Independents on the Rise: What They Must do to Earn Customer Support

The best thing to come out of this summer’s World Cup – aside from a renewed confidence in a habitually underwhelming national football team – was the boost that England’s good tournament run gave to the British retail sector. As...

Artificial Intelligence: The Key to Improving Customer Experience

I was honoured to be asked to judge at the 2018 UK Customer Experience Awards, which were recently held at London’s Wembley Stadium. Research by Gartner predicts that businesses will start to compete more on Customer Experience than price, so the...

Company Strategy: A Staff Concern

I’m always fascinated by the many different reactions I get to the question: “What is your company strategy?” They range from: “Of course we have a strategy!” (a nice way of not answering the question), to some very succinct verbalisations...

Clothes2order’s Pride in Achieving UK Customer Experience Award

Personalised clothing company Clothes2order.com has won a Silver honour at the 2018 UK Customer Experience Awards. The Trafford Park-based business earned the award in the Customers at the Heart of Everything – Customer Satisfaction category. Marketing director Simon Turner and manufacturing operations manager Adam...

AkzoNobel’s Ali Lawri: CX Professional of the Year

The CX Professional of the Year title has been awarded to Alison Lawri of paint and coatings firm AkzoNobel at the 2018 UK Customer Experience Awards. Alison – or Ali to colleagues – is Head of Customer Experience, Quality & Continuous...

Business Stream: Another Successful Year for Water Supplier

Water Supplier Business Stream has been crowned in the Best Utilities category at the 2018 UK Customer Experience Awards. Known – for good reason – as ‘The Water Experts’, the Scottish Water subsidiary returned to Wembley Stadium following their success at...

Liquid Gold: Affinity Water’s Award-Winning CX Overhaul

A ‘revolutionary’ revamp of customer interactions has helped Affinity Water win a prestigious UK Customer Experience Award. The water supplier attended the Wembley Stadium event and presented to judges on ‘Project Revolution’, an initiative that is moving the brand from a...

Refinitiv Named Best International Business at the 2018 UKCXAs

Refinitiv, the new name for the Financial and Risk Business of Thomson Reuters, has been recognised for a new online streamlining strategy for clients at the 2018 UK Customer Experience Awards. In partnership with Clarasys, the brand created ‘My Account’ – a...

Vitality Recognised for Health Initiative at UKCXAs 2018

VitalityHealth has won a 2018 UK Customer Experience Award, topping the Best Financial Services – Insurance category. The Vitality team offered judges an insight into their Active Rewards programme, for which the insurer partnered with Apple, allowing Apple Watch wearers to...

Rated People & Perkbox win UK CX Award for Online Engagement

A partnership between Rated People and Perkbox has won a major title at the 2018 UK Customer Experience Awards. Rated People, the online marketplace connecting homeowners with tradespeople, gave a joint presentation at the Wembley Stadium event with employee engagement firm...