Category: Customer Experience

Maturity Check: Customer Experience in Agile Driven Environment

In this technological environment, everyone would agree that customer experience always has a competitive advantage and is paramount for any organisation to be successful in the marketplace. The seamless availability of data paired with modern and digitalised ways of accessibility has...

High Visibility: The Importance of In-depth Visibility into Customer Complaints for Improved CX

As businesses of all shapes, sizes and scopes find themselves trying to mitigate increasingly transient customer demographics, we’re all having to work harder on our customer retention strategies. More than ever, the emphasis for most businesses has shifted to building...

Gift Cards Overtake Physical Gifts amid UK Lockdown

Gift cards have taken over physical gifts, making up 14 percent of lockdown gifting compared to 12 percent of physical gifts. According to the latest research from The Gift Card &Voucher Association (GCVA) in partnership with Globaldata, among 2,000 UK shoppers,...

We’ve reached the Age of Customer-Centricity. But what DO customers really want?

The multi-level infrastructure and communications shift, demanded in large part by digitization, has rapidly become a critical issue for Communications Service Providers (CSPs). That’s because, in the telecommunications world, new subscriber growth has slowed and profits have slowly been eroded...

Over Half of UK Customers Dissatisfied with Online Banking Services Since the Lockdown

A new study surveying 2,000 consumers and 500 banks reveals 58 percent of customers were unable to access needed online banking services since lockdown. Many customers felt disappointed by the lack of services from their banks’ and the most common complaint...

CX and COVID-19: Same Game, Different Rules?

The pandemic has dramatically redefined how we live, work, play and interact with each other. Our daily routines, relationships of all stripes, simple indulgences, even our personal hygiene have been upended. No one really knows if this will turn out to...

Customer Care Centre: The Success Hub of Your Organisation

Customer experience is known as the pillar of a company’s success. To ensure that the experience is at the top level each time, customer care centres are prepared for the usual surges in demand. Customer Care Managers are the ones who...

The First LIVE Online Awards: A Judge’s Point of View

Jo Boswell is Founder and Director of Sentio-B and one of CXM Top 25 CX Influencers. Having previously judged three times at the Awards hosted by Awards International and shared her experience at two previous CX awards, Jo was a...

How Beauty Brands Use Customer Reviews To Effectively Engage with Consumers Amid COVID-19

Personalised face serums, skin formulas, and anti-ageing vitamins are now available to the masses thanks to the availability of data and technology. Consumer preferences for beauty and skincare often dictate what products brands create and sell. According to Statista, by...

Capita Wins Partnership For Transformation and Operation of Customer Contact Centre Services

UK Complaint Handling Awards winner Capita has signed a contract with Irish Water following a win on a public competitive tender process for the transformation and operation of Irish Water’s customer contact centre services. The contract is worth €10m a year...