Category: Customer Experience

Three Risky Customer Experience (CX) Initiatives

Forrester reports that customers are willing to spend nearly five times more for excellent customer experience (CX) than they would for poor CX*. But improving customer service comes at a cost. Besides the time and effort required, sometimes marketers need to...

The 3 Ingredients for Outstanding CX

Poor customer service directly affects CX. It’s a problem that persists in many companies across the UK. Recent research commissioned by Genesys found that, on average, UK consumers spend around 17 minutes on hold to call centres per week. Over...

Personalisation in CX: Applying proactive customer engagement

In this article, the author explores the essentials of personalisation in CX, a rapidly emerging topic across all industries. In 2012, only 30% of companies asked by analyst leadership group Gartner expected to compete for business primarily on the basis...

Extensive Read: Ready for the Customer 4.0 Revolution?

Why are so many organisations failing to live up to their customers’ expectations? New research reveals that, on average, every adult customer in the UK complained at least once in 2016 – that’s 55 million complaints, resulting in 28% spending less or taking their...

Role Model Customer Centric Leadership: Why I Am A Huge Fan of Jeff Bezos!

Most human beings have a small number of people they consider to be their ‘heroes’. For some, it is a relative – their mother, father, brother or sister, husband, wife or partner – it may be a long departed uncle...

Webhelp Celebrates 75 Years of Excellent Customer Experience in Dunoon

Leading global customer experience expert Webhelp has celebrated 75 years of dedicated customer service from a total of six colleagues at a gala dinner at Cameron House Hotel, Loch Lomond, on Saturday, May 6. Webhep UK has entered a number of our...

This Company Achieves 100% Customer Satisfaction with 0% Managers

When I entered the office, it quickly became clear: this is not an average IT service provider. On our way to the meeting room, we passed through the canteen with a fully equipped bar and kitchen and a dining table...

Legal & General is Developing A £60m BTR Scheme in Leeds

Property developers Legal & General has announced it has acquired a build to rent (BTR) development in Leeds city centre from U+I. The site at Mustard Wharf has permission for 250 homes as well as 8,640 sq ft of commercial and...

Uber is Starting to Let People Bookmark Their Favourite Places in Its App

Uber is rolling out a simple but useful feature to its users called “Saved Places”. The feature — announced by Uber on Wednesday — will allow Uber riders to bookmark places that they visit regularly, such as a friend’s house or...

6 Characteristics of a Great B2B Experience

One of the major trends in the business world is experience. While customer experience is something businesses are looking into and investing in, B2B companies had not adopted it until recently. Thanks to software and rapid development of internet technologies...