Category: Customer Experience

Embracing the Experiential in Retail

Customer relationships with brands continue to evolve, based upon changing expectations, and desires, and impacted massively by the speed at which ecommerce develops. The ability to buy almost anything, quickly online, has altered the brand loyalty that used to be...

Setting the Bar for AI/Customer Interaction

The Barbican’s newest exhibition, AI: More than Human, is an artistic exploration of the possibilities that modern technology presents, examining the diverse potential of artificial intelligence (AI).  A particularly striking installation is MakrShakr, a robotic bartender which can mix cocktails for...

Slow Customer Service Warning for Brands

Slow service is enough for more than half of British customers to ditch a brand, according to a new survey. A poll of 2,000 UK consumers revealed that 56 percent would stop shopping with a brand that forced them to endure...

2019 International Customer Experience Awards: Entry Discount Ends Soon!

The International Customer Experience Awards is returning to Amsterdam this year, and potential entrants have just a few days left to take advantage of a special Early Bird Discount offer.A total of 19 categories are open for submissions, with one...

Waitrose Waste Reduction Scheme Launched at Oxford Outlet

As customer concern over carbon footprints reaches fever pitch, Waitrose is leading the way in reducing packaging with a new test store for shoppers to fill their own containers. The chain’s Botley Road shop in Oxford is offering refill stations for everyday...

International Customer Experience Awards: August Entry Deadline Approaching

The International Customer Experience Awards is returning to Amsterdam for its second year, and potential entrants have until August 7 to apply.A total of 19 categories are open for submissions, with one Overall Winner title reserved for the entrant scoring...

3 Steps to Creating a Kinder Call Centre Experience

We often hear about customer service being increasingly used as a business differentiator, but what does this really mean? After all, customer service comes in many guises and means different things to different people. Some people simply want fast service...

CX Masterclass With Ian Golding: Early Bird Offer Ends Soon

The Customer Experience Professional Masterclass is taking place next month, and the deadline to take advantage of a special Early Bird discount offer is fast approaching. The two-day Masterclass is led by Ian Golding, founder of the Customer Experience Consultancy, and author of Customer What?...

Changing Customer Experience at the Checkout

In today’s retail world we are emerging into a new era where technology and commerce are joining together and revolutionising Customer Experience. Retailers are increasingly continuing to implement new technologies which help to improve processes. Alongside this they are also...

Need for Customer Service Simplification Highlighted in Report

Simplifying the complex environment of customer service delivery is essential for businesses in the months ahead, a new report has warned. Recently published research from CCA, the professional body for customer service, in partnership with Twilio, surveyed over 70 senior customer service executives...