Category: Customer Experience

The Slow Death of UK Retail Banks

In my recent discussions with UK banking execs, I’ve detected a fresh urgency when they talk of the need for change. Banks have been speaking about greater customer centricity in their annual reports for years, but it’s really only in...

DEWA Teams With Avaya for Digital Transformation Project

Dubai Electricity and Water Authority (DEWA) has teamed with Avaya to begin a digital transformation project at it’s contact center, led by Data Hub Integrated Solutions LLC (Moro).Moro is a wholly owned subsidiary of DEWA, and the new contact center...

Customer Happiness Continues for Virgin Mobile UAE

Virgin Mobile UAE, which won two gongs at the 2019 Gulf Customer Experience Awards, has launched a new family plan which allows customers to add up to four mobile plans onto their account.The plan is designed to make it easier...

New Fintech Future for NBF

Gulf Customer Experience Awards winner, National Bank of Fujairah (NBF), has partnered with fintech digital crowdsourcing platform Fintech Galaxy.The bank, which was named Overall Winner at the last Gulf Customer Experience Awards in Dubai back in january, recently participated in...

CXM Book Shelf: The Customer Catalyst by Adlard & Bausor – Exclusive Excerpt

A new book by Daniel Bausor and Chris Adlard explores how businesses are adapting to growth in the age of customer centricity. The Customer Catalyst: How to Drive Sustainable Business Growth in the Customer Economy is available now, published by Wiley. In this...

CX Measurement: insights by Ian Golding and Peter Dorrington

In 2019, just before the pandemic outbreak, Ian Golding, Founder of the Customer Experience Consultancy and leader of the CX Professional Masterclass, joined Peter Dorrington, Director of Analytics at TTEC, at a CXPA & TTEC Breakfast Workshop. Participants explored concerning...

CX Stars Swarm Red Carpet at UK Customer Experience Awards

It was a night of glitz and glamour as the evening gala ceremony at the 2019 UK Customer Experience Awards brought Britain’s brightest CX stars onto the red carpet…   Teleperformance UK: Left to right – Dave Green, Client Service Director; Helen...

Could we BE Anymore Telephonophobic?

Last year, the 90s masterpiece Friends, which has been running and rerunning on TV for the last two and a half decades, caused joy and uproar when it made a return to the small screen via Netflix. It was back!...

CX: The Driving Force Behind B2B Commerce Innovation

B2B companies know the kind of Customer Experience they should be offering. Buying experiences should be seamless and rich, with tailored product information, relevant pricing, and payment options, and the right combination of flexible and adaptable buying and selling touchpoints....

Millennial ‘FOMO’: How Your Brand can Benefit

FOMO, or ‘fear of missing out’, has become a phenomenon among the millennial generation. Millennials are spending more, travelling more, and seeking experiences more than any other generation, with Gen Z close behind. Of course, millennial instincts for sharing are...