Search Results for: contact centre management

Glass Act: How Autoglass has put Customer Experience at the Heart of the Business

With over 1,000,000 customers, Autoglass repair or replace any type of glass on any make, model, or age of vehicle. A part of the Belron Group serving nine million customers a year in 31 countries, they are committed to customer...

Merging ‘Front’ and ‘Back’ Offices to Retain the Digital Customer

The rise of new technologies and their impact on a multitude of sectors has defined the digital disruption of recent years.  Banks continue to close branches as the thirst for more efficient and online services grows, while a renewed focus on Digital...

The Data Scientists in the Shadows

Data scientists are increasingly sought after, with companies paying a premium to attract individuals with analytical, statistical, and technical skills to use a range of technology to improve overall Customer Experience. As important as these individuals are, there is another overlooked...

Omnichannel Experience: Letting Customers Lead the Way

In a digitally-enabled world the roles of traditional individual channels are being redefined. As consumers, we expect to be able to interact with a brand of choice when, where, and however we want. We also insist the organisation  ‘know’ us...

New Partnership Brings Complaint Handling to the Next Level

The firm behind the Customer Experience Awards, Awards International, has joined forces with online complaints platform Resolver  to announce an exciting new partnership which aims to promote effective complaint handling in the UK. Awards International also host the upcoming UK Complaint...

Technology Wrap-Up 2017

Technology is now part of our DNA and businesses and organisations are realising that they have to consider it; not only to grow, but to survive. Now, at the end of 2017, we are in the midst of a new...

Banking on CRM to Keep Customers Saving

Customer Experience is an increasingly important task for any business, especially in retail banking. The sector is still working to repair its reputation in the wake of the financial crisis. New technology increases the avenues of engagement and customers are becoming...

UK Complaint Handling Awards 2018 Finalists Announced

How businesses deal with complaints has evolved to become a key component of their overall Customer Experience ethos, and the premier event in the UK to celebrate talent and achievement in this crucial field is the Complaint Handling Awards, for...

How Co-Op put Complaint Handling at the Heart of the Brand’s Revival

As the clock ticks towards the deadline for entries to the UK Complaint Handling Awards 2018, CXM looks back at one of 2017’s success stories – Co-Op Food. With a loss of £660m in 2013 and £2.5bn by 2014, it was...

Rewarding CX Best Practice

If there is one message that came across loud and clear from the 2017 Customer Experience Awards, it’s this: act on customer feedback if you want to drive culture change and impact the bottom line. Yes, we always want to...