Category: Customer Experience

What Christmas Shoppers are Looking for This Festive Season

With Christmas markets and Santa’s Grottos cancelled in many cities, it may seem as though traditional Christmas preparations are losing much of their sparkle and cheer this year. As a consequence, savvy retailers are looking for new ways to engage...

The Greatest Brands are the Ones that Take ‘Onus’ of Customer Experience

Customer experience is about brands demonstrating their commitment to prioritising and anticipating the problems of the customers. They are taking the onus to provide a solution to the customers. One of the frequent problems that most customers face while purchasing...

The Secret Behind ROI on CX: Harnessing the Power of Data

Did you know that the average organisation analyses just 2 per cent of all customer interactions and it’s mostly for random checks?It’s become common knowledge that acquiring a new customer costs 25 times more than keeping an existing one. Yet,...

Customer service strategy: Get ready for the holiday season

Up until now, annual customer service strategy for the busiest shopping period of the year have been set in stone, agreed months in advance. But in 2020, many retailers have been forced to concentrate on merely staying afloat as they...

UKCXA Winner Octopus Energy Launches in Germany

Multiple UK Customer Experience Awards winner and entech pioneer Octopus Energy today launches in Germany on a mission to disrupt the market and deliver contract freedom and innovative tariffs for customers.The new business Octopus Energy Germany is targeting 1 million...

Money Talks or Budget Walks: Delivering a Return on CX Investment

The world has changed in 2020. In addition to COVID-19, we have seen seismic changes in the way consumers behave, and the extent to which companies and their ethics are being put under the microscope. The desire to examine, interrogate...

Winners Announced: International Customer Experience Awards 2020

The winners of the 2020 International Customer Experience Awards have celebrated victory following the full day of the Finalists’ presentations live online.The third edition of the awards event saw contenders from across the globe gather online to compete for the most coveted...

Making Change Work

The aim of every CX programme, of course, is to add value over the long term – not just following the excitement of a launch or major overhaul. It should enable organisations to gather feedback from stakeholders, to analyse and...

The Three Language Changes You Can Make to Instantly Smooth Out Your CX

Tone of voice matters.So far, so unsurprising. I’m a writer. I would say that.But what if I told you 97 percent of your UK brand and marketing colleagues agree?At Schwa, we’ve just run a big piece of research asking senior...

Medallia Collaborates with Oracle Cloud CX to Help Brands Reinvent Customer Service Engagement

Medallia, a global leader in experience management and a member of Oracle PartnerNetwork today announced it plans to integrate with Oracle CX Service to deliver real-time feedback on what customers think and feel about customer service interactions with a brand....