Category: Uncategorized

UK Businesses Waste £14 Billion a Year on Poor Market Research

By Manoj Madhusudanan, Managing Director of InsightBee The way in which businesses conduct market research has changed dramatically in recent years. In the post-recession marketplace, gathering intelligence to support your business development plans in a timely and cost effective manner has...

All A Customer Wants To Hear Is: “Have Your Say”

eDigitalResearch, Yodel, and their winning customer feedback programme Just days after the same programme won the Charted Institute of Transport and Logistics (CILT) North West Region Award for Education and Excellence, voice of the Customer specialist eDigitalResearch and independent parcel carrier...

Outsourcing Can Bring the Good Luck

By Peter Gale, UK Managing Director, DBF When the International on-line lottery business, Tipp24 decided to relocate its business to the UK from Germany it gave itself a tight timeframe of just three months to find an outsourced contact centre provider...

Common Sense Customer Experience: Have you Seen These CX Gaffes?

Whilst perusing the shelves at one of the UK’s biggest chain bookshops, I found myself making all too close acquaintance with a gentleman who was vacuuming at my feet. Ah yes, the familiar sound of “it’s 10 minutes to closing time,...

The Future of Technology in CX

Mark Magee, Vice President of Product Management, MaritzCX As companies become more competitive, their customer experience practitioners are becoming more experienced and more specialized. To take a company to the next level, CX practitioners should stay up-to-date with the latest trends...

Integrating a sound Digital Strategy into your Customer Experience

Mark Hamill, Awards International UAE Digital is changing the way organisations approach customer experience. Digital technology has become part of everyday life for the majority of consumers and has challenged customer expectations around service, delivery and communications. It’s great having nifty...

Five must-have technology innovations to deliver a first-class customer experience

Mike Hughes, MD of PeopleTECH One of the biggest changes to impact the customer experience industry over the past decade, has undoubtedly been the change in consumer expectations. Where many consumers were once inert and passive about dealing with and accepting...

Gousto – What is it? How does it work?

Sarah Jenkinson chats to Laura Lao, Gousto Gousto delivers everything food lovers need to cook the recipes they love, weekly. We deliver quality ingredients, in exact portions; with step-by-step recipe cards that make cooking simple and enjoyable. With flexible delivery and...

9 steps to create the Customer Journey Map that will keep you awake at night!

A customer journey map (CJM) is an incredibly useful tool when it comes to understanding and improving your customer experience. If you’ve got a great CJM it can really help you understand how your customers see things at key touch points...

Making our customers feel best loved

by Emma Banks, LV= LV= employs 6,000 people across 17 locations in the UK and serves over 5.7 million customers with a range of financial products. We’re the UK’s largest friendly society and a leading financial mutual. When we started in 1843...