Category: Customer Experience

Rugby Team Scores With CX-Style fan Engagement

A Reading-based rugby club is reconnecting with supporters after pioneering a ‘fan experience’ similar to the Customer Experience initiatives that have revamped the fortunes of firms across the globe. London Irish RFC, which was founded in 1898 by Irish expats, currently shares...

Programmatic Marketing: Beyond the Numbers

With the range of innovative technology at marketeers’ fingertips, now more than ever it’s possible to follow a customer’s online and offline footprint to create truly bespoke communications. However, the devil is in the detail, and bad channel orchestration often...

Five key Aspects of Service Design

This article is co-authored by Amjid Rasool, Head of Service Design at Tesco Bank, and Paul-Jervis Heath, Founder of Modern Human.      In 2017, we embarked on a redesign of how the bank handled complaints. From the work we identified what we...

Drone Danger: How Airports can Minimise Chaos for Customers

In recent weeks, drones have caused significant disruption at two of the UK’s major airports, Gatwick and Heathrow, halting operations and causing chaos for customers. Reported sightings of drones at Gatwick in the run-up to Christmas, one of the busiest times...

Zurich Becomes First Insurer to Offer Sign Language Service

2019 UK Complaint Handling Awards finalist Zurich has announced a new sign language service for deaf and hard-of-hearing customers. The firm, which has its UK headquarters in Whiteley, is partnering with British Sign Language (BSL) Online Interpreting Service SignLive to introduce the...

Understanding and Maximising the Power of Customer Experience

Customer Experience Management holds increasing potential for organisations wishing to differentiate themselves, but without a cohesive strategy long-term CX improvement is almost impossible. Synergy Consulting’s business assessment and 13-part proprietary CXM Maturity Model works hand-in-hand to establish enterprise readiness, and...

Five Simple CX Improvements to Make Today

Customer expectations have changed; by 2020 it’s predicted that Customer Experience will overtake price and product as the key brand differentiator. Consumers are on the hunt for ease, simplicity, and fast-paced results and assume there’s always a better way to access...

Cheers to new Virgin Wines Partnership with Natterbox

UK Customer Experience Award winner Natterbox is set to help Virgin Wines create a more personalised service for its users. Part of the wider Virgin family – which has itself enjoyed UK Customer Experience Awards success in recent years – Virgin...

Rekindling Customer Loyalty in a Multi-Channel World

Endless queues, stock shortages, and unmasked frustration: this is a sight which has been all but erased by online shopping. Gone are the days when customers would have to worry about closing hours; now customers are only a click away...

Is Your Focus on Yourself or Your Customers?

We often oversimplify what we believe a customer’s need is, often due to the fact that many organisations view customer needs through an internal lens. “Because we sell widgets, our customer must need widgets. Our customers must want them to perform reliably, have...