Category: Customer Experience

Gulf Customer Experience Awards 2021: Finalists Revealed

The finalists for the 2021 Gulf Customer Experience Awards have been revealed, with brands including Virgin Mobile UAE, Abu Dhabi Commercial Bank, and HSBC among those set to compete for victory at the event in February.The annual gathering is the...

The CX Legacy of Tony Hsieh

The Former CEO of Zappos has a unique approach to forming relationships with customers, and changed the way we bought shoes.  Tony Hsieh, Zappos CEO and Customer Experience trailblazer, lost his life tragically in a suspected accidental house fire in November....

Customer-centric Brands Understand the Power of Service Recovery

It is a fact that any organisation, no matter how well-prepared, will occasionally undergo a service failure. A service failure, whether big or small, can make or break relationships with customers.However, if service recovery is done effectively, it can lead to...

CX-iness – What Is It and How Do You Get It?

An old flame once said to me, “If you can’t be beautiful at least be interesting”. At the time it hurt, but it got me thinking about what makes us attractive. Many decades later, as a CX professional, I ask:...

Christmas Ads: A Playbook for Customer Engagement

It’s that time of the year again – Christmas is fast approaching and the much anticipated Christmas ads are landing on our screens. Major brands are fighting for centre stage and people are keen to know what characters, stories, and...

2020: The Year of Online Awards Experience

2020 has been an unprecedented year to say the least. Businesses faced difficulties, challenges, some even shut down while others struggled to stay afloat.Over the last 12 months, the sector upon sector had to scramble not only to maintain the...

A Lack Of Customer Experience Budget Doesn’t Justify A Budget Experience

You don’t need money to alter the way you treat customers or people.If your hands are financially tied, you’re operating with limited budget or influence don’t be disheartened. There are ways to make an experience impact.BackgroundA recent CX project posed...

A Practical Guide to Winning Awards

At a GlanceGetting a business award or being recognised by a third-party organisation could help attract and retain customers and employees.To win an award, having the facts on your side does not suffice; you must also have the right strategies...

Making it onto the ‘nice’ list this CXmas

Tis the season to be jolly. Tis also the season that leaves room for some serious customer experience faux pas.At this time of year, some staff are starting to wind down. Some businesses may even close over the Christmas period,...

Consumer Experience Has a New Look, Embracing It is Vital for 2021 Success

After a year of constant global disruption, consumer experience hasn’t completely changed shape — but it is looking distinctly different. As rolling lockdowns have limited real-world connection, technology’s role in brand interaction and purchasing has grown exponentially; sparking record levels...