Archives

Play a Peak Blinder: Preparing Retail for Seasonal Demand

Planning for peak periods can often be a stressful time for retailers; teams across the business will be rallying around in a bid to prepare for what are often seen as the busiest times of the year, of which there...

How Co-Op put Complaint Handling at the Heart of the Brand’s Revival

As the clock ticks towards the deadline for entries to the UK Complaint Handling Awards 2018, CXM looks back at one of 2017’s success stories – Co-Op Food. With a loss of £660m in 2013 and £2.5bn by 2014, it was...

Digitisation is the CX American Dream

Digitisation is the main Customer Experience priority for US firms, new research has revealed. A report by the National Centre for the Middle Market (NCMM) found that 74 percent of middle market firms surveyed believed digitising CX was essential to growing...

The Rise of Bargain Days: Keeping Up with Customer Demand

Bargain days are growing increasingly popular since the rise of Black Friday and Cyber Monday. Amazon Prime Day is another that has recently joined the ranks, and its huge success in 2017 has encouraged other retailers, such as PC World, to...

Common Sense: How Taste, Touch and Smell can Save Brick and Mortar Retail

In September, Toys R Us filed for bankruptcy protection in the US. The firm, which was once the dominant player in the US toy market, has found it tough to compete with larger rivals such as Walmart and Amazon. Anyone unfortunate...

Facebook Money Transfer System on its way to UK

Facebook will soon allow UK users to access its free money transfer system through their Messenger app. The feature has been available to US users since 2015, and the social media giant has said it will be expanded to the UK...

Can CX Translate in Cosmopolitan Cities?

With our cities becoming more international and multicultural, and people travelling extensively for leisure or business, Customer Experience is no longer immune to cultural differences and issues that characterise our societies. If we consider a cosmopolitan city like London ,with more...

Winner Focus: Skipton Building Society

Helping those living with dementia lead full and active lives earned a branch of Skipton Building Society a UK Customer Experience Award. The team from the Bury branch were among the winners at the gala awards final at Wembley Stadium back...

The Power of Asking Why

At November’s Lisbon Web Summit, SurveyMonkey CEO, Zander Lurie presented a keynote speech on ‘The Power of Asking Why’. Zander revealed SurveyMonkey’s latest research on how curiosity is driving business innovation and why curiosity is the next big thing for leaders...

Passion From Pain: How Trauma Ignited CX Success

Sometimes in life we need a little push in the right direction to help us realise our goals or follow our dreams. In some cases that push is a gentle nudge, while in others it’s getting shoulder-charged by a New Zealand...