Category: Customer Experience

Toilet or Train?: Where do Brits Prefer to Shop Online?

UK  marketplace Onbuy.com reveals the results of research into the shopping habits of  1,550 customers, and their preferred place to make online purchases…     ...

Take Charge of Chargebacks

During Christmas, £17billion worth of goods are said to have been bought online alone, with an expectation for £2.5billion worth of returns to come back. With retailers and suppliers feeling increasing pressure to fine-tune their logistics and supply chain strategies...

Overcoming the AI Fear Factor

Artificial Intelligence (AI) is a much discussed and debated subject in recent months. From newspapers to world leaders, everyone is talking about what machine intelligence and robotics might do for businesses. With all the buzz it is generating, AI is rapidly...

Managing the Marketing Machine

No matter how well built an engine may be, it only takes one fault to hinder progress, and marketing is no different. Of course, campaign construction is less prescriptive than engineering; while there is usually a single way to wire a...

CXM Club: Six Key Foundations on Which to Build Great Leadership

Royston Guest is a global authority on growing businesses and unlocking people potential. He is CEO of Pti-Worldwide, the author of best-selling business growth book, Built to Grow, and will be a guest speaker at the upcoming CXM Club meeting...

CX Strategies for a Digital-First World

In recent years, there’s been a significant shift in the software industry – applications moving from on-premise deployments to be managed and hosted in the cloud. The implications of this move have caused significant reverberations in the way software organisations operate,...

Journey Mapping: The Route to Succesful Commerce

Generic marketing campaigns and the traditional ways of targeting consumers in a catch-all manner are no longer relevant. Personalisation is now driving marketing and advertising strategies. The new 790-square-metre screen (bigger than a full-sized tennis court) being installed at Piccadilly...

No Complaints as Major Awards Event Celebrates Cream of UK Customer Service Staff

One of the most significant events in the UK’s customer service calendar has taken place in London, with winners and runners-up celebrating success at the 2018 UK Complaint Handling Awards. Hosted by Awards International at London’s Park Plaza Riverbank, the event,...

Ian Golding Takes on Chairman Role as UK Customer Experience Awards Launch for 2018

The UK Customer Experience Awards has a new Chairman at the helm of the event for 2018: international CX expert Ian Golding. The non-executive editor at CXM will aim to ensure the awards event, which is now open for entries, has...

Avoid Paying the Cost of a Disgruntled Customer

Customers are paramount to business success, and ensuring your business maintains customer satisfaction throughout the entire customer journey is a complex and important process, as the cost of getting it wrong and creating a disgruntled customer can be huge. Here we...