Category: Customer Experience

How Small Companies Can Save Extra Money

Small expenses may not seem like a big deal when they are considered individually – however, if you accumulate all your monthly costs as a small business owner, you will notice that cutting down on unnecessary expenditure is essential for...

Could overambitious digital transformation programmes actually damage customer communications?

With the next generation of customers, Gen Z, reaching adulthood and becoming both more financially savvy and economically influential, the pressure on financial services firms to accelerate their digital transformation programmes will only intensify. Ross Kittlety, Head of CCM at Paragon Customer...

How is Covid-19 accelerating digital transformation in the manufacturing sector

Last year, many manufacturers had to completely cease operations and endure forced closures, driving production output to a decline of 6.6% between February and October 2020. Heavy and unforeseen disruptions to the supply chain, along with Brexit, added a further...

Presenting the International Customer Experience Awards 2021 (ICXA)

Last week, we had the pleasure to talk to Vuk Vukanovic, Customer Relationship Executive at Awards International. The main topic of our conversation circled the International Customer Experience Awards in 2021. With the iCXA21 around the corner, CXM was eager...

Will wind power in the UK be the new energy source for businesses?

The recent Northern Powergrid research report reflects on sustainable energy production without the reliance on coal, oil, and natural gas. Their insightful research results raise important questions for all the businesses in the UK: How will their sustainable future look...

The first Turkey CX Awards: winners announced

Yesterday was a truly exciting day for the Turkey CX community and the Awards International team. The first-ever Turkey CX awards were hosted by amazing CX Professionals Ian Golding and Sinem Yüksel, followed by Greg Melia who gave a fantastic...

How can you harness personalisation in CX to drive increased loyalty?

It’s long been established that personalisation is key to a well-rounded customer experience strategy. So, what is personalisation in CX, and how can you achieve it for your brand in a way that turns customers into loyal advocates? Well, personalisation in...

Delivering CX and sustainability in communications

Customer experience (CX) and sustainability are agenda-topping priorities for many enterprises today, not least because of their influence on customer acquisition and loyalty. When it comes to customer communications, Lucy Klinkenberg-Matthews, Head of Sustainability for Paragon Customer Communications (PCC), explains...

The role of customer experience in the travel industry recovery

With the world slowly opening up to the possibility of travelling, the sector starts growing hopes in the travel industry recovery. Dave Burling, chief executive at Tui Group, Britain’s largest holiday company, pointed out that as “restrictions come off, demand...

How the pandemic has made UK consumers rethink their relation to brands

The global pandemic changed the way we interact with each other, and with brands. Driven by emotional and transactional needs, consumers across the world have demonstrated their values – and indicated their plans for the future. In mid-2021, the Qualtrics XM...