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The Consumer Insurance Act 2015, ‘the Biggest Reform to Insurance Contract Law in More than a Century’

Insurance industry must engage with customers to avoid falling foul of Insurance Act, warns GMC Software. New legislation makes two-way exchange of information critical Insurers need to make customer communications a two-way process so they are not caught out by the...

Meet Generation CX — The Customer Experience Movement

Being marked as “the new marketing”, customer experience is becoming a focal point of the business development today. However, there is a growing need for having a consensus about what customer experience truly is. [youtube https://www.youtube.com/watch?v=Pw8HmDML_KM?feature=oembed&w=640&h=360] This video is one of the...

Why Android Pay Means UK Banks Have Got Customer Experience All Wrong

In the United Kingdom, almost 60% of smartphone users now own an Android phone. As of last month, users with Android devices fitted with Near Field Communication (NFC) technology are able to use the new Android Pay service. Quite similar to...

Towards a New Customer Experience Measurement

A high CSAT score is often seen as the holy grail of customer satisfaction. But can these scores offer a true indication of the customer journey? Simon Hunt, Director Customer Experience at Firstsource, looks at the limitations of CSAT scores...

Storytelling, Stopwatches and Suspense – A Judge’s Eye View of the UK FX Awards 2016

Working with Lexden I was delighted to be a judge at the UK Financial Services Experience Awards 2016, especially as I recalled we’d partnered the inaugural event last year. I have been on the finalists’ side of the fence a...

Meeting the Needs of the Omnichannel Shopper for Black Friday Success

Badged as the “July Black Friday”, the recent Amazon Prime Day not only brought revenue success for the ecommerce giant. It also reinforced the value of one-off bumper shopping days and seasonal events for retailers. Of course, none have been...

How Brands Are Making Fitness Attainable This Summer

Understanding what motivates people to get fit and engage with sports products is a constant challenge for brands. For some, walking a mile each day will be an accomplishment, while for others, completing a half-marathon every year will be their...

Do You Have What It Takes to Be One of the Best Companies in the Country?

Attracting the best talent is becoming increasingly difficult for UK businesses, which is why the most successful organisations are going above and beyond to create a thriving, engaging and fun working environment for their employees. In an intensely competitive market,...

Keeping the Board ‘on Board’ – Judging at the UK Financial Services Experience Awards

“A well designed and well executed mature VoC programme does not simply appear out of the ether. It does not come fully-formed but instead requires careful nurturing throughout its lifetime. Different programmes develop at different speeds and have different trajectories...

The UK Financial Services Experience and the UK Customer Service Training Awards: the Best UK Initiatives Awarded

Event held on 14th July gathered top professionals and companies in customer and financial service, as well as training experts. Amongst a number of exciting initiatives (over 80 presentations), the best were awarded by the panels of expert judges.   Overall Financial...