Category: Uncategorized

Implementing a Digital Strategy in Five Fundamental Steps

In our work with clients we see commonly recurring pitfalls that often lead to failure in digital implementation, including: unrealistic expectations of technology; believing a new technology system will fundamentally transform the organizational culture and employees will simply adapt; creating...

How to Improve Customer Service through In-store Technology and IT Management

Developments in retail and EPOS technology in recent years have focused on improving customer service with more efficient and secure payment methods, going from card swiping to PIN and now onto contactless. Implementing modern EPOS solutions is only half of...

Why Awards Boost Morale

Zircon CEO, Dr Amanda Potter, looks at the positive psychological effects that winning awards can have and what it takes to be a winner. People like winning. The vast crowds that gathered in London and Manchester to celebrate Great Britain’s Olympic...

Seven Tips for Beating Banner Blindness in Digital Banking

Bank customers are less and less likely to visit bank branches for simple transactions – they now prefer to conduct daily banking activities online. This means digital marketing is now more important than ever but the use of traditional advertisements...

The Consumer Insurance Act 2015, ‘the Biggest Reform to Insurance Contract Law in More than a Century’

Insurance industry must engage with customers to avoid falling foul of Insurance Act, warns GMC Software. New legislation makes two-way exchange of information critical Insurers need to make customer communications a two-way process so they are not caught out by the...

Why Android Pay Means UK Banks Have Got Customer Experience All Wrong

In the United Kingdom, almost 60% of smartphone users now own an Android phone. As of last month, users with Android devices fitted with Near Field Communication (NFC) technology are able to use the new Android Pay service. Quite similar to...

Branding & Customer Experience Holiday Kickstart

Got your swimsuit? Check. Sunglasses? Check. Suntan lotion and poolside reading material? Yep! How about your branding & CX 101 primer? No? Well read on… Ok, well maybe I’m being a bit optimistic about the British weather, but one thing’s for...

CXM Interview: “Take Everyone on the Journey with You”

In a continuation of Lexden’s series of interviews with Customer Experience leaders, MD Christopher Brooks caught up with Kent Reliance’s Head of Customer Strategy & Insight, Stephen Plimmer, to better understand the role of CX at OSB. Christopher Brooks (CB): OneSavings...

3 Remarkably Simple Ways to Improve the Employee Experience

In our Customer Experience Consultancy, we are always asking employees to improve the well-being of customers. We also encourage them to surprise and delight, as well as exceed expectations of customers. After all, we want employees to produce Customer Experiences...

Employee Satisfaction Is Key to Providing a Good Customer Experience

A good customer experience means different things to all of us, but I’d suggest that there is one thing in common – a customer service agent that really delivered, whether that’s going the extra mile to resolve a problem or...