Archives

Five Ways to Close the CX Gap

It seems that everywhere we go, every place we visit, every time we buy something, we are asked to rate our experience. There are even adverts in mainline stations encouraging us to provide feedback on our station experience with the...

Customer Complaints: Not all the Same

When it comes to resolving a customer’s complaint and addressing their concerns, customer service experts have various ideas about the right and wrong actions to take. However, there is no right and wrong – instead the response should be based on...

2019 European Insight Exchange set to Bring CX Excellence to Dublin

Customer Experience professionals are preparing to gather in Dublin for the 2019 European Insight Exchange event. Taking place in the Irish capital on March 13-14 at the Radisson Blu Royal Hotel, the conference is hosted by the CXPA and is one...

Back or Front Office: The Right Blend for Business

Nearly a decade ago, HMRC commissioned PwC to undertake a study of private companies, which had sought to implement closer integration between front and back office operations.  As a result, recommendations were made on how to approach the use of...

Baby Steps: The Journey of Growing CX Economies

Being a judge at the 2018 International Customer Experience Awards in Amsterdam, I had a chance to watch the trends in the world of CX and see what challenges face companies that are working on their relationship with customers. I...

The Rise of the Chief Experience Officer

The environment in which CMOs operate today continues to evolve at a rapid rate, with the ongoing shift in global dynamics, intense technological intervention, and emerging buying patterns of a digitally connected client.  Such megatrends have influenced the critical need...

Marketers Plan for Complete Control of CX

Eighty percent of marketers plan to take complete control of their companies’ Customer Experience (CX) initiatives over the next two years according to new research. The findings by Episerver in its CX Today and Tomorrow report incorporates data from 100 in-house marketers across the UK,...

Avaya Opens CX Centre in Riyadh

Contact centre communications firm Avaya has opened a new Customer Experience centre in Saudi Arabia. The company has established office space at the Information Technology and Communications Complex (ITCC), a commercial and housing development that serves as the epicentre of the...

Sales Season Lessons: Personalised Experiences Maintains Momentum

Christmas has come and gone, along with the January sales. As we look back at the month, we can see it’s a delicate balancing act – on the one hand the sales provide opportunities for customer acquisition and revenue growth,...

It’s What’s on the Inside That Counts: From EX to CX

Richard Branson is famously quoted as saying: “I have always believed that the way you treat your employees is the way they will treat your customers, and that people flourish when they are praised.” Although Mr Branson’s well-used pearls of...