Category: Customer Experience

Mind the Gap: Identifying the Missing Link at your Contact Centre

Every time someone calls your contact centre for the first time, you know nothing more about them than their phone number. An IVR may help to perform some filtering, but you’re still in the dark with regards to where they came...

Five Tips for a Top Omnichannel Strategy

Let’s talk about unicorns. Yes, that’s correct…unicorns. Or better still… mermaids and centaurs. Or for that matter, omniagents. Yes, omniagents – the most mythical creature of all. That one contact centre agent with the linguistic ability to be a gifted email...

Three Steps to Effective Customer Journey Mapping

Companies that intentionally make an effort to be customer-centric are known to be more profitable. One of the tools that businesses can use to improve customer-centricity are customer journey maps. In fact, observing, and acting upon the whole customer journey has...

Manuela Pifani: The Art and Science of Customer Experience

Manuela Pifani is proof, if proof were needed, that award winners go on to achieve amazing things – on top of the success that brought them to the awards podium in the first place. Having been at the vanguard of helping...

The ABCs of Customer Service Excellence

You might look at some other companies with envy, the kind of companies that customers love – which create buzz and are referenced by impressed CX professionals. Yet your own company could be the kind that others look up to when...

From Winner to Judge: Why I Brought my Expertise to an Awards Judging Panel

Mandy Holford is Director of Customer Services at contact centre solutions firm Echo-U, and recently judged at the 2018 UK Complaint Handling Awards. Here she describes, in her own words, how she went from an award winner herself, to a...

How Skipton Building Society put Customers at the Heart of their Business

Skipton Building Society is the fourth largest building society in the UK, with 95 branches located across the country and a contact centre based in Bury, Lancashire. With entries now open for the 2018 UK Customer Experience Awards, we look...

E-Commerce Returns: Maximising Customer Satisfaction and Minimising Profit Loss

Online retailing has expanded rapidly; the growth of the internet and advancements in delivery capabilities have seen many small businesses take advantage of this, selling through online marketplaces to maximise their reach. These global marketplaces are predicted to own 39...

CCXP Exam Workshop Places Filling Fast – Book now for Early Bird Offer

The upcoming CX Professional Masterclass is now sold out, but there is still time for you to book your place at the CCXP Exam Preparation Workshop, held in Stevenage on April 18, with an Early Bird Offer available until the...

Early Bird Catches the Worm in 2018 UK Customer Experience Awards

The 2018 UK Customer Experience Awards will bring the cream of British CX talent back to London’s Wembley Arena this autumn, and potential entrants are being encouraged to take advantage of the Early Bird Offer to save businesses an amazing...