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Marketers: Size Doesn’t Matter!

Marketers must abandon the false belief that less is always more when it comes to email subject lines, according to a study by Persado. In a study of more than 30,000 subject lines from Persado’s content database, there was no perceptible...

Survey Reveals Barriers to Better Customer Service in UK Public Sector

Budget, reduced staff numbers, and barriers to innovation are the biggest challenges to improving customer service in the public sector according to new research. YPO, the UK’s largest public sector buying organisation and one of only a handful of public bodies...

Major Airline Aquires SandSIV to Handle Customer Data

CX platform provider SandSIV, has added “one of the world’s largest airlines” to its customer base. The as-yet unnamed carrier joins other business-to-consumer brands in using SandSIV technology as a global hub for Voice of Customer (VoC) intelligence. Airlines have access to...

Winner Focus: Octopus Energy

With an ethos that “buying energy should be as simple as buying cornflakes”, Octopus Energy have won over many eco-aware consumers in recent years, and their success has now been rewarded with a UK Customer Experience Award. The firm, which cultivates...

Converting Customers to Fans

In an age of seemingly endless choice for consumers, the days of being forced to be a ‘loyal’ customer of a certain brand are well and truly over. Where once only a few big names dominated a particular market sector, we...

Hales’ Heroes & Villains

Awards International Chairman Don Hales returns for more biting observations on Customer Experience. In the Don’s sights this week are one of the UK’s top seats of learning, and an organisation that is losing trust with the public. To nominate who YOU...

Click & Collect Pushes Additional In-store Sales

Almost a quarter of European Click & Collect shoppers bought additional items while picking up their item, and there is a significant increase in in-store mobile device usage. The third annual JDA/Centiro Customer Pulse Report Europe 2017, conducted by YouGov, revealed that...

The Need for Speed

If you want to differentiate your company in the marketplace, then you need to show how you can dramatically deliver service and products faster than your competitors.  Amazon does it.  Apple does it.  Why don’t you? Recently, one of my employees...

The Four Pillars of Employee Experience Success

In our personal lives we’re used to giving and receiving instant feedback. Whether a like on an Instagram photo, retweet of a Twitter post, or a reaction on a Facebook status, we have grown accustomed to receiving real-time feedback. Yet...

Rewarding CX Best Practice

If there is one message that came across loud and clear from the 2017 Customer Experience Awards, it’s this: act on customer feedback if you want to drive culture change and impact the bottom line. Yes, we always want to...