Customer Experience

Experiential Shopping: Finding Moments That Matter

“Experiential shopping” is a hot new trend in retail. While the first thing that may come to mind is a quirky pop-up or interactive in-store tech, the reality is that these kinds of experiences are just one piece in the...

Six Killer Mistakes in Your Customer Relationships

Relationships are often regarded as the key to business success. Once a foot is in the door, it’s all smooth talking, right? No! Turning initial relationships into strong and fruitful ones can be tricky and should not be taken lightly....

CSR Strategies: Which One Suits Your Business?

Today, you can have the impression that most companies in the market, no matter the size or industry in which they operate, invest in Corporate Social Responsibility (CSR) – or at least in CSR strategies and communication. Corporate Social Responsibility became...

Major Digital Transformation Journey at Gulf Bank as Part of CX Overhaul

Kuwait’s Gulf Bank has revealed details of a digital transformation journey designed to streamline their service for customers. Working with firm Alaris, the bank has digitized 50 million documents using scanners, which has dramatically reduced physical storage space and resulted in...

B2B E-commerce Lagging Behind B2C for Customer Experience

Poor product visualisation is preventing almost a quarter of B2B customers from making purchases online, according to a new report. E-commerce agency PushON surveyed 500 key business decision makers from up and down the country and found that although the majority of B2B...

A Debt map of Britain

While Japan may have the world’s highest debt to GDP ratio of 223.8 percent, the UK has also seen this number rise exponentially in the last 25 years. Estimated at just 29% during the first quarter of 1993, this peaked...

Skipton Building Society Reflects on an Award-Winning Year

Skipton Building Society, which enjoyed huge success at the UK Customer Experience Awards, has seen membership jump to over one million customers following an incredible year. The firm, which won three gold awards at the UKCXAs in Wembley Stadium in October, announced its...

The ‘Amazon Effect’ & On-Demand Delivery: The new Battleground for Retailers

Changing shopping habits and ever-increasing consumer expectations have led to decreasing profits, a sharp decline in footfall, and numerous high-street store closures. Meanwhile the internet retail giants, such as Amazon, have gone from strength-to-strength, increasing their market share and customer...

Right Here, Right Now: How to Handle Customers’ Changing Perception of Time

“Time heals all wounds,” they say… except for consumers. For them, it seems time actually exacerbates all wounds. We 21st century customers have become used to having virtually all we want – from online shopping to real-time support – in the...

Direct Mail & Email: A United Approach to Marketing

For many years the marketing world has been deliberating between direct email and direct mail to determine which strategy is the most effective. A number of different opinions and studies have been voiced throughout the years, none of which put...

Report Highlights What Turns Customers off Brands

Bad customer service caused UK customers to stop using a product or service 3.6 times in the last year, a new report has revealed. Based on a global survey of 2,000 customer-facing employees by CITE Research, including 500 in the UK, the report...

Confirmit hits the Jackpot in Las Vegas Customer Service Stevie Awards

Confirmit, one of the world’s premier names in VoC research, has won a major customer service award in the US. The company – which was a finalist at the 2018 UK Customer Experience Awards – claimed the Business Intelligence Solution – New Version title at...