Customer Experience

UKCXA Finalists Feefo Provide Review Platform for Mazda

UK Customer Experience Awards finalist Feefo has teamed up with Mazda Motors UK to offer its CX platform on the car giant’s website.  The deal will enable potential owners to explore the most trusted source of information about the company’s range of...

Powering Loyalty Programmes Through Brand Partnerships

The age-old argument tells us that retaining existing customers is cheaper, and more strategically sound, than acquiring new ones. Retention strategies, however, are often a huge challenge for marketers, who find it easier to throw money at quick wins upon...

Customer Expectations of Delivery and Returns

The delivery process plays a vital role in the overall Customer Experience journey. Get it wrong, and you risk damaging your reputation with customers, losing out on repeat purchasers. Delayed deliveries, inadequate communication, and unexpected tariffs all have an impact...

Understand Customer Perception Before Chasing Customer Success

As defined in the Cambridge Dictionary, the meaning of “perception” is a thought, belief, or opinion, often held by many people and is based on appearances. It’s the quality of being aware of things through the physical senses, especially sight.  Now...

Going Dutch: Genesys Prepares for G-Summit Europe in Amsterdam

Global Customer Experience and contact centre solutions leader Genesys is preparing to host one of Europe’s most exciting CX gatherings in Amsterdam next month. The G-Summit Europe event will bring together customers, partners, and technology solution providers to share insights and explore ways...

First Contact Resolution: The key Measure in Contact Centres

There are many common customer service metrics in place in contact centres: CSAT, NPS, FRT, CES, AHT, FCR, the list goes on. Some are more valid than others and some are simply outdated and add confusion and conflict to both the...

Emotional intelligence and CX

We’ve all read so much about emotion in Customer Experience – we see articles about defining the emotions we want customers to experience with our brand and we watch videos emphasising the importance of recognising the emotional state of our...

How AI-Driven Contact Can Revolutionise Your Customer Relationships

It used to be that when someone said “AI”, images of sci-fi films came to mind. Nowadays, the effect is more prosaic: it’s become de rigeur to use AI as shorthand for “business wonder cure”. When we hear “AI”, we know we’re...

Ask Ian: How do we Combine Digital and Brick-and-Mortar for the Best Customer Experience?

Customer Experience specialist Ian Golding, author of Customer What: The Honest and Practical Guide to Customer Experience, writes for Customer Experience Magazine offering expert insight to help businesses improve their CX offering.  To ask Ian a question on how to boost the...

Capita Appoints new Customer Management and People Solutions Leads

UK Customer Experience Awards finalist Capita has appointed new leads for its Customer Management and People Solutions divisions. The business services leader – which has been shortlisted for a number of categories at this year’s awards finals in London this October, including Team...

Contact Centre GDPR Compliance: 3 Simple Steps

Contact centres are challenging places. There is certainly plenty to think about with the rising cost of salaries, managing schedules to meet customer demand, looking after staff wellbeing, PCI DDSS compliance, and now the added requirements of GDPR (General Data...

Using business intelligence to get meaningful customer insights

Businesses have been drowning in data for years, and in the CX space, we’ve developed some bad habits, collecting information without any clear purpose and sending out surveys to ask for feedback at every turn. Fortunately, we have got better...