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How leaders walk the CX talk

Leaders play a key part in creating the company culture. They are role models, and their actions are followed closely. When leaders show how they put customer topics on their own agenda, they...

How can retailers cater to mum this Christmas?

Earlier this year, research by advertising agency Saatchi & Saatchi in partnership with Mumsnet found that less than 20% of mums relate to the advertising targeted towards them. That’s obviously a concerning statistic for an industry which spends £1.9bn every...

Customer Journey Mapping: The Foundation of Strategic Customer Experience Programmes

Customer journey mapping (CJM) has risen to the top of the agenda for those on the front line of customer experience. The concept of mapping how customers move through different touchpoints of a business is not new, and has, in...

‘Why do you ask?’

Customer insight that can drive change. I’m a sucker for surveys, since becoming an insight professional I’ll do anyone’s about anything just to see what’s going on and to see if I can be delighted by some new thinking. Recently, having...

Whether intentional or not, every business already has a “customer experience”

The question is have you designed this experience or is it just happening? There are many frameworks that exist, we have used one time and time again and have seen the benefits in many organisations. The framework we deploy has four...

5 successful CRM planning aspects every business should consider

By Bianca Dowling, CRM planning manager, Occam – a St Ives Group company As a driver of long-term business strategy and ROI, CRM (customer relationship management) is climbing up the corporate agenda. Just as with other aspects of data strategy, however,...

Still time to enter or judge at the UK Employee Experience Awards

The clock is ticking but there is still time to enter the UK Employee Experience Awards. Deadline day for entries is 13th November, so if you haven’t put your entry together yet then why not get some help by reading some...

Titanic Belfast wins UK Customer Experience Award

Visitor Attraction’s Discovery Tour is ‘Best New Product’ Titanic Belfast is celebrating after scooping yet another top travel industry award. The visitor attraction, located in Belfast where Titanic was built more than 100 years ago, won the UK Customer Experience ‘Best New...

DED Business Excellence Department signs partnership with International Business Excellence Awards

Endorsement advocates importance of Awards The Business Excellence Department within the Department of Economic Development (DED), Dubai, have signed a partnership agreement with the International Business Excellence Awards 2015 (IBX Awards), owned by awards specialists, Awards International. The partnership outlines DED’s...

Emotional banking is the way forward

Duena Blomstrom is an evangelist for FinTech in banking and is passionate about helping banks to connect emotionally with their customers. As Chief Marketing Officer for Meniga (and former Head of Sales) – Europe’s leading personal financial management provider – Duena...

6 Reasons Why CRM Projects Fail

By Dave Akka, Managing Director, Magic Software Enterprises UK CRM applications promise to increase efficiency between departments, improve cross-sell and up-sell opportunities and enhance customer satisfaction by providing convenient access to customer data throughout customer-related processes. The ideal CRM implementation provides...

Want to raise your NPS? Analyze customer comments for success

NPS is under pressure: as the scores start to tail off, some firms are concluding it is not up to the task of meeting today’s rising customer demands. The response from Safelite AutoGlass, USA’s largest windscreen repairer and a subsidiary...