Category: Customer Experience

No Complaints as Major Awards Event Celebrates Cream of UK Customer Service Staff

One of the most significant events in the UK’s customer service calendar has taken place in London, with winners and runners-up celebrating success at the 2018 UK Complaint Handling Awards. Hosted by Awards International at London’s Park Plaza Riverbank, the event,...

Ian Golding Takes on Chairman Role as UK Customer Experience Awards Launch for 2018

The UK Customer Experience Awards has a new Chairman at the helm of the event for 2018: international CX expert Ian Golding. The non-executive editor at CXM will aim to ensure the awards event, which is now open for entries, has...

Avoid Paying the Cost of a Disgruntled Customer

Customers are paramount to business success, and ensuring your business maintains customer satisfaction throughout the entire customer journey is a complex and important process, as the cost of getting it wrong and creating a disgruntled customer can be huge. Here we...

Lack of Data Integration and Exec Buy-In is Risking CX ROI

A survey by Confirmit and Engage Business Media, The State of CX, has revealed that CX professionals are right to put ROI, data integration, and executive buy-in at the top of the Customer Experience ‘wish list’ for 2018.  The research found that...

Glass Act: How Autoglass has put Customer Experience at the Heart of the Business

With over 1,000,000 customers, Autoglass repair or replace any type of glass on any make, model, or age of vehicle. A part of the Belron Group serving nine million customers a year in 31 countries, they are committed to customer...

Get Ready for These CX Trends

The Customer Experience industry is changing at an unprecedented pace and businesses must prepare for dynamic developments throughout the year. Here are the major trends shaping the industry in 2018 in order to help businesses to understand the current challenges and...

Employee Feedback: Are you Listening Carefully?

Feedback tools are part of a growing industry within the HR technology world that is enabling the possibility of real-time feedback. Gone are the days of the annual engagement survey which often took several months to return any results or...

Ian Golding Joins CXM in Influential New Role

International Customer Experience (CX) consultant Ian Golding has joined Customer Experience Magazine as a Non-Executive Editor, bringing with him a wealth of industry experience, knowledge, and ideas to benefit the CX community in the UK and beyond. Ian, who leads the...

I Trained as a Dancer…How did I end up a Qualified CX Professional?

I am not usually one for looking back and reflecting, as there is too much to be had from life, with plenty on my horizon. However, having recently studied for – and passed – my CCXP exam, I have paused to...

The Data Scientists in the Shadows

Data scientists are increasingly sought after, with companies paying a premium to attract individuals with analytical, statistical, and technical skills to use a range of technology to improve overall Customer Experience. As important as these individuals are, there is another overlooked...