Category: Customer Experience

Mears Group Appoints New Chairman

UK Customer Experience Awards finalists Mears Group has appointed a new Chairman following the retirement of Bob Holt. The Gloucester firm, which employs over 10,000 people provides support services to the UK’s social housing and care sectors, has named Kieran Murphy as...

Confirmit Joins Rutgers CX Certificate Programme

Confirmit, one of the world’s premier names in VoC research, is lending its considerable influence to a new course educating the Customer Experience leaders of the future. The company – which was a finalist at the 2018 UK Customer Experience Awards...

CX in 2019: What to Expect as new Trends Emerge

“We put our customers at the heart of what we do!” This was the war cry of 2018 from the marketing community. Marketers and CX practitioners claimed that a customer-centric approach was their key focus. However, a recent Forrester Opportunity Snapshot...

SearchFlow: Transforming Challenges Into Exceptional Customer Experience

With not one, but two UK Customer Experience Awards under their collective belts, conveyancing search solutions experts SearchFlow clearly know customer-centricity and how it positively impacts a business. The firm won Gold for Best Contact Centre – Small at the finals...

The Human Touch: How Well do you Know Your Customer?

Is the increase in martech spend at the cost of Customer Experience? There’s a growing challenge in marketing that we’re not speaking about nearly enough. For all the investment brands are ploughing into technology to increase capability and visibility, many still...

O2’s Pilot Will Boost London Network Ahead of 5G

UK Customer Experience Awards winner O2 is making progress on improving connectivity at two of London’s busiest transport stations. The communications giant is working with Nokia on two Massive MIMO trials at Kings Cross and Marble Arch stations, aimed at enhancing connectivity...

Backlash Against Chatbots Begins

One-in-five in UK consumers are desperate for brands to ditch chatbots and live online interactions with Customer Experience representatives, according to new research. In what should be a wake-up call for organisations, the research by Acquia, nearly half (45 percent) of...

Taking the Confusion out of Sales Through Content

The quarter spanning October to December is crunch time for retailers, both online and offline. The pressure is on for teams to meet their yearly sales targets, and the promise of a ‘golden quarter’ puts on the pressure to move...

Merging the Online and Offline Shopping Experience

The current division of the high street and online shopping experience is compelling customers to decide between making a purchase online or offline. This siloed approach to sales might not be the best way for retailers to go about things...

Brand Loyalty Index: M&S Voted Customers’ Favourite Supermarket

M&S Food has been voted the top supermarket in the 2018 Brand Loyalty Index, released by Sodexo Engage, which looks at how loyal customers are to brands. This year, 57 percent of 5,000 polled consumers stated they have always had a positive...