Category: Customer Experience

Succeed in Experience Management with Experia Summit

This article was jointly written by Annette Franz, CCXP, and Joakim Thorn, XM Scientist, co-founders and hosts of upcoming free online event Experia Summit.   Google the term “experience management” and you’ll find as many definitions as colours of the rainbow, and then some....

You Should Give a Sentimental Feeling for Customers this Christmas

Emotions run high in the build up to Christmas, with sentimental songs, moving charitable causes, and emotive TV ads all tugging at consumer heartstrings.  So, in the midst of the festive shopping frenzy that starts this week with Black Friday...

Kantar Names First Direct as CX Leader in Banking Survey

Leading insights agency Kantar has named named First Direct the UK’s top bank for CX in a new report that compares brand perception with the thoughts of customers. Kantar’s inaugural CX+ report on retail banking surveyed 8,687 retail banking customers who were...

Legal & General Homes: Customer Experience, Built In!

In October, Legal & General Homes landed the Customers at the Heart of Everything gong at the 2019 UK Customer Experience Awards. Here, the firm’s Sales & Marketing Director Denise Stewart writes for CXM on why quality Customer Experience is...

You Can’t put a Price on Being Nice: Top Tips for Call Centre Staff

For many organisations, the contact or call centre is still the shopfront of the business. At last count, there were 6,175 contact centres in the UK, employing some 772,500 agents. As the first port of call for clients and customers,...

How can Retailers Keep Customers Coming Back?

It’s fair to say that customer expectations have evolved rapidly in recent years. Across all sectors – public services, transport, even utilities – today’s consumer expects a seamless experience. If this is not delivered, people now have the ability to...

British Winners Celebrate at International Customer Experience Awards

The winners of the 2019 International Customer Experience Awards have celebrated victory following the gala Final ceremony in Amsterdam. The second year of the awards event saw contenders from across the globe descend on the Dutch capital, with the Dubai Health...

International Customer Experience Awards 2019: Winners Lauded in Amsterdam

The winners of the 2019 International Customer Experience Awards have celebrated victory following the Finals ceremony in Amsterdam.The second year of the awards event saw contenders from across the globe descend on the Dutch capital, with the Dubai Health Authority...

Black Friday: Shoppers set to Shun High Street

Black Friday offers will not be luring a majority of customers to the UK’s high streets this year, with new research showing most will stay at home. Contact centre and CX tech specialist Genesys has released a study on the annual...

UKCXA Winner ContactEngine Lands Sunday Times Tech Track Award

UK Customer Experience Awards winner ContactEngine has picked up yet another honour, being named Best Use of IP at the annual Sunday Times Hiscox Tech Track 100 national awards event. The awards event was held in London this week, and the conversational AI tech...