Category: Customer Experience

Phone and Online Chat Favoured by UK Customers, Survey Shows

Be available when your customer wants attention, whenever and however that may be. That’s the takeaway from NICE InContact’s 2018 CX Transformation Benchmark study. The report is available for download from London-based NICE inContact, maker of the cloud-architected contact-center software package...

PaymentSense: Transforming CX With Multidimensional Model

Card payment solutions maestros PaymentSense has scooped one of the most significant titles at the 2018 UK Customer Experience Awards. The company came out on top in the Transforming the Customer Experience category thanks to a presentation that left judges in...

Solus Accident Repair: Motoring Ahead with Customer Centricity

Solus Accident Repair have proved their customer engagement is roadworthy with a fantastic win at the 2018 UK Customer Experience Awards. The brand, owned by Aviva, has undergone a complete customer-centric transformation, and awards judges at Wembley Stadium were impressed with how...

Aspen Healthcare: 2018’s Customer Experience Superstars

Aspen Healthcare took to the stage no less than three times at this year’s UK Customer Experience Awards, including to accept the coveted Overall Winner title. The firm took the day’s main prize after securing Gold awards in both the Best...

Get your Tentacles into Customer Engagement

I’m often challenged by brands that want to engage their customers online. If only they could get past customers involved…how can this be done?  The challenge is greater if large groups of customers are not recently active purchasers, or aren’t opening...

SearchFlow Celebrate Double Success at the UK Customer Experience Awards

Leading conveyancing search solutions provider SearchFlow is celebrating after winning two prestigious titles at the 2018 UK Customer Experience Awards. Representatives of the firm joined hundreds of delegates at the huge event in London’s Wembley Stadium, and gave presentations to judges that...

Storytelling: The Secret to CX Success

Phil Durand is Director of CX Management at Confirmit and  judged at the 2018 UK Customer Experience Awards. The nominees for the Best Use of Insight & Feedback category – which was won by BT Consumer – at this year’s UK...

Social Customer Care: Time to Engage!

If it helps to increase business exposure and connect directly with the target audience, why wouldn’t brands want to engage with their customers on social media? Done well it has the power not only to boost levels of engagement but...

Winning at Wembley: The 2018 UK Customer Experience Awards Champions Celebrate in Style

The 2018 UK Customer Experience Awards brought the best of British customer centricity to London’s home of champions, Wembley Stadium, for the most successful CX event the country has seen to date. Over 900 people gathered under the iconic arch of...

Curbing Customer Complaints Post-Purchase

Brits are famed for their politeness, but if a consumer has a bad experience, you can guarantee they will tell their friends, family, and colleagues about it.  Bad news really does travel fast and wide – especially when unhappy customers take...