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Ian Golding Joins CXM in Influential New Role

International Customer Experience (CX) consultant Ian Golding has joined Customer Experience Magazine as a Non-Executive Editor, bringing with him a wealth of industry experience, knowledge, and ideas to benefit the CX community in the UK and beyond. Ian, who leads the...

I Trained as a Dancer…How did I end up a Qualified CX Professional?

I am not usually one for looking back and reflecting, as there is too much to be had from life, with plenty on my horizon. However, having recently studied for – and passed – my CCXP exam, I have paused to...

The Data Scientists in the Shadows

Data scientists are increasingly sought after, with companies paying a premium to attract individuals with analytical, statistical, and technical skills to use a range of technology to improve overall Customer Experience. As important as these individuals are, there is another overlooked...

Banks Reinvent to Remain Relevent in Digital Landscape

Banks are springing into action as the battle for the customer intensifies; according to the recent UK Customer Satisfaction Index, financial services firms have made significant improvements, in comparison to previous years. Banks and non-traditional financial institutions are shifting their focus...

Omnichannel Experience: Letting Customers Lead the Way

In a digitally-enabled world the roles of traditional individual channels are being redefined. As consumers, we expect to be able to interact with a brand of choice when, where, and however we want. We also insist the organisation  ‘know’ us...

Fly High with Three Steps to Great Customer Communication

Thousands of flights were cancelled when British Airways suffered an IT failure at the start of last summer. One of the biggest criticisms from customers was that they were unable to get hold of information, with many instead forced to...

World Employee Experience Institute joins the UK EX Awards for 2018

The World Employee Experience Institute (WEEI) has announced an exciting new relationship with Awards International Ltd to become official partners for the 2018 Employee Experience Awards. The pioneering organisation, which is led by one of the world’s leading employee engagement influencers,...

Kantar TNS and Qualtrics partnership will ‘create strong customer relationships’

A partnership between Kantar TNS, one of the world’s largest research agencies, and experience management firm Qualtrics is set to help organisations “put customers at the heart of their business”. The alliance brings together Kantar TNS’s worldwide network of Customer Experience...

HSO Helps Kohler Co Embark on a Digital Journey

IT provider HSO has partnered with leading commercial and industrial Kitchen and bathroom products manufacturer Kohler Co to streamline their communications using Microsoft Dynamics and provide foundations for future development. The deal will help Kohler’s accounts using Microsoft Dynamics 365 Sales...

About Tyne!: Newcastle Council Reveals Digital Experience Overhaul

Newcastle City Council has announced a major Digital Experience shake-up for local citizens thanks to a new partnership. Customer engagement firm England Verint Systems Inc, will improve automated digital customer services for the council’s employees and Newcastle residents. With a population of almost...