Category: Customer Experience

Can CX Translate in Cosmopolitan Cities?

With our cities becoming more international and multicultural, and people travelling extensively for leisure or business, Customer Experience is no longer immune to cultural differences and issues that characterise our societies. If we consider a cosmopolitan city like London ,with more...

Winner Focus: Skipton Building Society

Helping those living with dementia lead full and active lives earned a branch of Skipton Building Society a UK Customer Experience Award. The team from the Bury branch were among the winners at the gala awards final at Wembley Stadium back...

Passion From Pain: How Trauma Ignited CX Success

Sometimes in life we need a little push in the right direction to help us realise our goals or follow our dreams. In some cases that push is a gentle nudge, while in others it’s getting shoulder-charged by a New Zealand...

Bank Begins AI Service on App

Bank of Scotland has incorporated AI into its new mobile customer service. A new virtual assistant is being made available for iPhone users who download the bank’s app. The AI bot has been trained to answer common questions from customers, with...

Survey Finds less Than Half of Customers Satisfied with CX

Conduent, a company which helps organisations improve correspondence with their clients, has conducted a Customer Experience study focussing on the UK, Netherlands, Germany, and the US.  They found that 47 percent of customers surveyed are not satisfied with the Customer Experience...

Three Ways Insurers Can Improve Customer Experience

The insurance sector has become notorious for low customer loyalty and bad Customer Experience. Research by The Actuary revealed that 27.9 percent of consumers find it the worst sector when it comes to customer service. This was only made all the...

Hales’ Heroes & Villains

Awards International Chairman Don Hales returns for more biting observations on Customer Experience. In the Don’s sights this week are one of the UK’s handiest stores for home improvement, and a Greek restaurant that would have you smashing your plates…for all the...

British Workers Sceptical of Embracing AI

Anticipation, scepticism, and fear are holding more Brits than Americans back from embracing Artificial Intelligence (AI) in the workplace, according to a new study by CITE Research for SugarCRM. The research on business executives in the US and UK reveals that the...

Experience ’17: Still Time to Book

Medallia’s two-day Customer Experience Conference: Experience ’17 will take place in Tobacco Dock in London on November 7 – 8. Medallia is a leader in Customer Experience management, and this event is aimed at redefining brands’ CX journeys. It’s a great...

CX Tales of Terror

Halloween is traditionally a time of good-natured spooky fun – unless you’re a character in one of the season’s many linked horror movies, in which case, why are you reading this? Go and hide in a closet. Yet in the world...