Tag: United Kingdom (UK)

HSBC puts CX strategy at the heart of global operations

Intensified competition, skyrocketing client expectations and mounting cost pressures has pushed retail banks to reassess customer experience (CX). HSBC is no different. Since 2022, the bank has been building a customer first culture, overhauling how it measures CX and re-examining its...

Most organisations are badly run, says expert

Most organisations are badly run. Anybody who has ever been an employee has an anecdote about a dysfunctional organisation, populated with inexplicable decision making, toxic culture and crazy line managers. “Most organisations are poorly run, and there are repeating patterns that...

Oh Polly improves NPS with revamped returns experience

Fashion brand, Oh Polly has boosted its net promoter score (NPS) and cut its cash refunds, by overhauling its returns process. The online retailer started working with Loop Returns in 2023 to transform its returns experience for customers and improve...

Medallia/Ipsos report highlights changing nature of customer loyalty

Nearly everybody agrees that customer loyalty is a vital ingredient of CX. In a recent co-authored report from Medallia and Ipsos, 97% of industry pros said that loyalty is critical. But aside from the headline figure, the report drew a...

Here’s how to improve your networking

If you ask Coach Jerry (also known as Jerry Seufert), there’s no substitute for getting out there and networking. Log out of LinkedIn, get in your car (on public transport, whatever) and head out to an event. The nature of...

AI is transforming businesses, but what happens to the CX jobs?

Artificial intelligence is changing the competitive landscape at an unprecedented rate. It’s easy to get the impression that if an organisation isn’t using AI, it is already falling behind. And that may well be true. A survey by Medallia claims that...

Bruce Temkin wants to create human-centric organisations

Making money and delivering growth are at the core of modern business leadership. Deliver these two things, and the rest will take care of itself. In the late ‘90s things started to slowly change. Organisations became more aware of the...

UK Customer Experience Awards opens for entries

Neil Skehel, CEO, of Awards International on stage at the UK Customer Experience Awards 2024. The 16th edition of the UK Customer Experience Awards has opened for entries. The annual event will bring together CX consultants and the biggest names in...

UK Customer Experience Awards 2025 – open for entries

The original and still the biggest customer experience awards programme in the industry kicks off again today! The UK Customer Experience Awards now its 16th year, brings together leading UK-based firms and the best CX experts in the country to...

Here they are: the top 50 CXMStars for 2025🏆

The questionnaires are in, the judges have cast their votes and the wider CX community has had its say. It is time to unveil the final rankings of the CXMStars 2025! As with previous versions of the list we’ve split it...